Manager, Charity & Donor Support

CanadaHelps•Toronto, ON

9d•CA$70,000 - CA$75,000•Remote

About The Position

At CanadaHelps, we believe in the power of generosity and are looking for a full-time Manager of Charity & Donor Support (CDS). This role involves leading the day-to-day operations of the Charity & Donor Support team, fostering a high-performing, engaged, and customer-focused culture. The Manager is accountable for achieving departmental service levels and quality objectives through effective coaching, performance management, workforce planning, and continuous improvement. This role also involves working cross-functionally to advocate for customer and team needs, and identifying opportunities to enhance processes, efficiency, and the overall customer experience. CanadaHelps provides comprehensive giving solutions for charities in Canada and partners with them to ensure they have the necessary tools to achieve their goals. The company offers a flexible, inclusive environment built on growth, ambition, and shared success.

Requirements

Minimum 4 years of experience leading or supervising a customer support team in a fast-paced organization.
Demonstrated experience coaching employees, managing performance, and developing high-performing teams.
Experience using operational metrics and KPIs to drive performance improvements.
Experience working cross-functionally with Product, Technology, Finance, Marketing, or similar business partners.
Experience managing competing priorities in a dynamic operational environment.
Strong people leadership, coaching, and performance management skills.
Excellent judgment and ability to make sound operational decisions in a fast-paced environment.
Ability to navigate ambiguity while balancing customer, team, and organizational priorities.
Strong relationship-building and stakeholder management skills.
Continuous improvement mindset with the ability to identify practical operational enhancements.
Excellent written and verbal communication skills.
Strong analytical skills and comfort interpreting operational metrics and trends.
Experience with Salesforce, Jira, Google Workspace, and customer support technologies; experience with AI-enabled support tools is an asset.
Demonstrated ability to foster an inclusive, collaborative, and psychologically safe team environment.

Nice To Haves

Bilingual (English/French) is a strong asset.

Responsibilities

Lead, coach, and develop a team of Charity & Donor Support Associates through regular one-on-ones, coaching sessions, and ongoing feedback.
Foster a positive, collaborative, and accountable team environment that supports engagement, continuous learning, and professional growth.
Establish clear performance expectations and manage performance through coaching, recognition, development plans, and corrective action when required.
Mentor and support the CDS Lead by providing guidance, development opportunities, and regular coaching to strengthen operational leadership capacity.
Ensure departmental KPIs consistently meet or exceed established targets, including Service Levels, First Response Time, Customer Satisfaction (CSAT), productivity, and quality metrics.
Monitor operational performance and proactively address emerging trends, risks, staffing challenges, and workload imbalances.
Support the rollout and adoption of new technologies, AI capabilities, and operational tools that improve efficiency and customer experience.
Partner with the Enablement & Knowledge Lead to ensure policies, procedures, knowledge articles, and training materials remain current and effectively adopted by the team.
Develop individual growth plans aligned with business needs and employee career aspirations.
Provide timely coaching based on performance data, customer feedback, quality observations, and operational metrics.
Recognize and celebrate strong performance while addressing performance concerns in a timely, constructive, and objective manner.
Support onboarding of new employees in partnership with the CDS Lead and Enablement & Knowledge Lead.
Identify recurring operational challenges and recommend practical improvements to processes, workflows, and customer experience.
Encourage a culture of continuous improvement by empowering team members to identify opportunities for greater efficiency and service excellence.
Collaborate with Business Operations, Marketing, Finance, and other departments to improve end-to-end customer journeys and operational effectiveness.
Act as an advocate for the CDS team by communicating operational challenges, customer insights, and resource needs to leadership.
Represent Charity & Donor Support on cross-functional initiatives, projects, and operational discussions.
Build strong relationships with internal stakeholders to balance customer needs with organizational priorities.
Ensure the voice of the customer is reflected in process improvements, product enhancements, and organizational decision-making.
Recruit, onboard, and retain high-performing team members.
Support workforce planning and scheduling.
Lead team meetings, operational reviews, and performance discussions.
Ensure compliance with company policies, operational procedures, and employment standards.