Customer Support Specialist

Zeffy•Montreal, QC

7d•Hybrid

About The Position

As a Customer Support Specialist at Zeffy, you will help thousands of nonprofits maximize the use of our tools. Your primary responsibilities will include supporting users via email and callbacks, and taking ownership of projects aimed at enhancing our support processes, tools, and overall user experience. Zeffy is the fastest-growing nonprofit platform in North America, dedicated to providing modern tools for nonprofits to raise funds, run events, and engage donors. We are a self-funded, profitable company focused on amplifying the impact of nonprofits by providing them with the best technology. Our team is passionate, driven, and collaborative, and we offer a culture of trust, autonomy, and growth.

Requirements

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

Nice To Haves

Previous experience in SaaS industry
Familiarity with HubSpot, other CRMs or any other helpdesk tool
Background in political science, social work, or community involvement

Responsibilities

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 internal support tools: templates, snippets, help centre articles, and chat flows.
Handle complex questions from day one without agent levels or tiers.
Take ownership of a project tailored to your skills, interests, and career goals every two months, with full responsibility for its delivery and results.