Bilingual Charity & Donor Support Associate (Remote GTA)

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:

CanadaHelps is looking for an energetic, goal-oriented, and self-motivated Bilingual Charity & Donor Support Associate (Customer Support) with a passion for social change to join our team. This is an opportunity to join one of Canada’s first and North America’s most successful social technology organizations. We are a fast-growing, dedicated team of entrepreneurial-minded peers who have a passion for helping small- and medium-sized charities succeed, while engaging with donors to increase giving in Canada.

We are looking for a full-time Bilingual Charity & Donor Support Associate (Customer Support). 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.

The annual salary range is $55,000-$60,000, depending on experience. This position is remote but may require to be in office in Central Toronto from time to time. 

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

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.