Product Support Specialist

About Zeffy

Zeffy is the fastest-growing nonprofit platform in North America, helping organizations raise funds, run events, and engage donors. We are already working with more than 80,000 nonprofits and are doubling annually.

Millions of people dedicate their lives to causes beyond profit, running schools, shelters, and community initiatives. Yet most still lack modern tools. We believe the greatest opportunity for technology today is to amplify the impact of nonprofits.

Built on a sustainable, self-funded model, Zeffy reaches over 1M donors monthly and grows profitably, giving us the freedom to focus fully on our mission.

Nonprofit workers are heroes. They deserve the best technology, and we're hiring top minds and top hearts to build it for them.

What makes our Support Team unique

As a Product Support Specialist at Zeffy (reporting to the Head of CS), you'll help thousands of nonprofits get the most out of our tools. You'll spend most of your time supporting users via email and callbacks, and the rest owning projects that improve our support processes, tools, and overall experience.

We're not your average support team. Unlike traditional tiered setups, everyone on our team handles complex and meaningful cases from day one. Our team of seven is passionate, driven, and if we're being honest… pretty cool.

Support won't be your only focus. Every two months, you'll be assigned a project tailored to your skills and interests, so that you can grow your career. You'll fully own your targets and metrics, and not just contribute to impactful decisions, you'll actually make them happen. Our culture is built on trust, autonomy, and growth.

We have the best clients. Our users are nonprofit organizations doing incredible work. They're kind, mission-driven, and genuinely appreciative of the help we provide. Our 4.9/5 satisfaction score speaks for itself

If you're ambitious, tech-savvy, and thrive in fast-paced environments, we'd love to meet you

More precisely you willSupport Zeffy Users (75%) :

• Act as a product expert and respond to nonprofit and donor questions via email and callback requests

• Troubleshoot product or technical issues and collaborate with the dev team when needed

• Maintain and update our internal support tools: templates, snippets, help centre articles, and chat flows

• No "agent levels" or "tiers", you'll be trusted with complex questions from day one

Continuous Improvement Projects (25%)

This is where you grow. Every two months, you'll take ownership of a project tailored to your skills, interests, and career goals. You'll have full responsibility for making it happen and seeing results.

Here are some examples of recent team projects:

• Ella built automations and AI chat flows to increase ticket deflection

• Archie created a tool to identify gaps in our Knowledge Base

• Soumaya produced new content, articles, and videos to better support our users

• Tanya launched an automated QA scoring system and now leads peer coaching sessions

• Cecilia rolled out a new scheduling tool for call requests and is tracking adoption results

Your project will be your own to deliver, with two months to plan, build, and showcase your impact.

Preferred experience (qualifications)

• 6 months+ of experience in a customer facing role

• Excellent written communication in English and in French

• Track record of owning tasks or projects to completion

• Experience working or volunteering with a nonprofit

• Tech-savvy and quick to learn new software

Bonus:

• Previous experience in SaaS industry

• Familiarity with HubSpot, other CRMs or any other helpdesk tool

• Background in political science, social work, or community involvement

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't check every box. If this applies to you and you are interested in the position, we'd love to hear from you

Working at Zeffy will feel like home if

• You're driven by ambition at scale: You're passionate about making a difference and believe technology can empower nonprofits to tackle the world's biggest challenges.

• You keep it simple: You value clarity and efficiency, knowing that the best solutions are often the simplest ones.

• You've got each other's backs: You collaborate with kindness, communicate openly, and celebrate the successes of those around you.

Why join us at Zeffy?

• Be part of a purpose-driven company: We are profitable and growing fast, with a sustainable model that supports nonprofits.

• Experience real impact: With 200% year-over-year growth, we've helped them raise nearly $1 billion, and we're just getting started

• Work in a collaborative environment: Join an ambitious, passionate team in our beautiful office, located in Le Plateau.

What's in it for you

• 4 weeks holiday + 1 week during Christmas time

• Competitive stock option program

• Health insurance

• Online Medicine with Dialogue

• RRSP (REER) program

• Allowance for ecological transport #bike #transit

• Wellness Budget

• Team volunteering four times per year

• Offsite summit once a year with the entire team.

• Offices located in the heart of Plateau Mont-Royal, with the possibility of flexible, hybrid work.

Recruitment Process

• Call with Recruiter (45 min)

• Meeting with Hiring Manager (1.5h)

• Case Study (2h)

• Cultural interview with leadership (1h)

• Reference check / Team lunch

• Job offer

Zeffy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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