Bilingual Charity and Donor Support Associate

Overview At CanadaHelps we believe in the power of generosity - not just for those who receive it, but for everyone it touches. Every act of generosity sparks connection, inspires change, and brings people together. This is an opportunity to join something bigger: a movement that fuels progress, strengthens communities, and reminds us of what’s possible when we come together. We are a dedicated team of entrepreneurial-minded peers who believe in a world where everyone can thrive. We offer a flexible, inclusive environment built on growth, ambition, and shared success. CanadaHelps provides the most comprehensive and flexible range of giving solutions for donating to any charity in Canada, and we partner with charities of all sizes to ensure they have the tools they need to achieve their goals. Over the past 25 years we’ve helped raise over $3.7B for Canadian charities. Generosity is right here. About the Role We are looking for a Bilingual Charity & Donor Support Associate (Customer Support) on contract. The ideal candidate is a goal-oriented and accountable individual who handles inbound calls and cases with a high degree of customer focus, professionalism and empathy. This is an existing role. This role is full time hours 37.5 hours a week with shift schedules between 8am to 8pm EST Monday to Friday. The hourly compensation range is $26 - $28. Where an offer falls within this range is determined through the interview process. Candidates are benchmarked by the hiring team based on role scope, relevant experience, skill alignment, and expected impact, using consistent and objective criteria. Responsibilities Responsibilities will include but are not limited to: Provide a high-level of customer and technical support to our charities, donors, partners and any internal and external stakeholder via inbound Phone, Email, live chat channels; Apply our call experience model for phone calls and established quality standards for emails in order to internally ensure compliance with our expectations, and externally ensure customer satisfaction and loyalty; Liaise with the Instructional Designer & Facilitator to ensure our knowledge base is up-to-date and create, maintain and update internal records and documentation; Use critical thinking and sound judgment to identify cases of urgency by escalating accordingly to internal departments, requests or challenges needed to be resolved in a prompt manner; Contribute to personal and group projects to improve customer support operations and processes, and attend scheduled team and company meetings; Act as a brand ambassador for the CanadaHelps brand and values, and keep up to date on our products, policies and procedures to ensure accurate information and correct implementation, and take initiative to continuously enhance skills; Support the implementation of new technology to support departmental and organizational processes and goals; Work with the Manager to meet individual and team goals as set by the Sr. Director of CX & Ops; Other duties as assigned; Required Skills And Experience Bilingual in French and English 1-2 years of experience in a customer service call center or technical support role in a SaaS, online, technology, or eCommerce company; Exceptional customer service skills with a positive can do attitude and the ability to connect with empathy while offering meaningful solutions Coachable, flexible, and a self-motivated team player who thrives in a collaborative environment Demonstrated ability to adapt quickly to change and a great capacity to prioritize and multitask Excellent listening and communication skills, both verbal and written Detail-oriented, meticulous, and analytical thought-process Experience with Salesforce, Google Apps, and Microsoft Office, and an aptitude for learning new computer programs quickly Strong interpersonal skills with the ability to work independently and as part of a larger team Passion for helping to build stronger communities and making a difference AI in Recruitment: CanadaHelps does not use AI-enabled tools to screen, assess, rank, or select candidates in our recruitment process. Our hiring teams make all hiring decisions. #J-18808-Ljbffr