supporter services associate

BUSINESS SERVICES DIVISION

PURPOSE SUMMARY

The Supporter Services Associate will be responsible for contributing to an exceptional supporter experience by providing a high level of customer service to Compassion supporters through phone, email and chat. These supporters are sponsors, donors, volunteers or potential future partners.

MINISTRY FOCUS

Compassion Canada is a Christian organization, committed to being child-focused, Christ-centered, and church driven. Every Staff member at Compassion Canada will:

• Agree with Compassion Canada's core documents, including a Statement of Faith.
• Conduct themselves in a Christ-like manner at work and outside the workplace.
• Participate in regular Staff Gatherings which include spiritual practices like worship, Scripture reading, and prayer.
• Pray with staff or supporters when requested or deemed appropriate.

WHAT YOU DO MATTERS

TASKS & RESPONSIBILITIES

• Provide exceptional supporter service through a variety of methods such as receiving incoming calls (primary role), outbound calls, and responding to email and chat inquiries.
• Be a subject matter expert as it relates to the Compassion program and supporter opportunities to deepen engagement and increase acquisition.
• Maintain supporter data through various and complex systems with careful attention to detail and to accuracy.
• Ensure quality and compliance requirements are met in every supporter interaction.
• Contribute to the team dynamic and culture, engaging in personal, professional and spiritual growth.
• Be a champion for Compassion's ministry of releasing children from poverty in Jesus' name.
• Provide assistance with overflow work for other members of the Partner Relations team as needed.

WHO YOU ARE MATTERS

KNOWLEDGE, SKILLS & ABILITIES

• English language proficiency is required, and conversational proficiency in French, Spanish, Korean, Cantonese, Mandarin, or other languages would be considered a strong asset.
• Passionate about, and experienced in, providing exceptional customer service and solving complex supporter-related problems.
• Desire and stamina to speak with a variety of supporters for extended periods throughout the day.
• Excellent oral and written communication abilities.
• Ability to multi-task and strong proficiency in a computerized environment; this role requires operating multiple data-systems simultaneously while communicating with supporters.
• The ability to educate partners in the nuances of our work, enhance their loyalty, deepen their engagement, increase sponsorships and elicit donations in support of children overseas.
• Working knowledge of Microsoft Office, Office365 is an asset.
• Strong data entry skills with a minimum of 50+WPM.
• Ability to work in a fast-paced, demanding environment with an aptitude to champion change.
• Committed to team and personal excellence, with the ability to take individual initiative.

WHAT YOU BRING MATTERS

EDUCATION & EXPERIENCE

• Completion of High School or equivalent is required.
• Experience providing customer service, ideally in a call centre or high-volume supporter environment, is required.
• Proficiency in English is required; conversational proficiency in French, Spanish, Korean, Cantonese, Mandarin, or other languages is a strong asset.
• Experience managing multiple communication channels simultaneously, including phone, email, and chat, is required.
• Demonstrated ability to manage and maintain accurate supporter data across multiple systems is required.
• Proficiency in Microsoft Office, Office365, and other desktop or cloud-based applications is preferred.
• Strong data entry skills with a minimum typing speed of 50+ WPM is required.
• Ability to work in a fast-paced, deadline-driven environment while maintaining high quality and compliance standards is required.
• Experience educating or coaching supporters on programs, sponsorships, and engagement opportunities is preferred.
• Ability to adapt to change and take initiative within a team-oriented, mission-driven environment is required.

WORKING CONDITIONS

• This role is primarily remote, with staff classified as Remote Workplace Staff or Hybrid Workplace Staff depending on their distance to the Compassion Canada office.
• Staff are expected to maintain a dedicated home workspace suitable for handling multiple communication channels, data systems, and reporting responsibilities.
• Extended periods of phone, chat, and email communication are required, often for several hours at a time, requiring stamina and focus.
• Shift flexibility may be required to respond to seasonal fluctuations, peak supporter activity periods, and campaign needs.
• Overtime may be required during peak supporter engagement periods or departmental initiatives.
• Staff must participate in virtual team meetings, training sessions, and organizational gatherings, prioritizing digital participation.
• Collaboration with peers, managers, and other internal teams is required to ensure consistency and quality of supporter interactions.
• Adaptability and responsiveness are required to manage multiple priorities, systems, and supporter needs simultaneously.
• Ability to maintain productivity, technical accuracy, and high-quality service delivery in a fast-paced, mission-driven environment is essential.
• Travel may occasionally be required to support events or team initiatives.
• Staff must demonstrate resilience and flexibility to thrive in a dynamic, distributed workforce environment while maintaining professional and spiritual standards aligned with Compassion Canada's values.

NOTES

The foregoing statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.