Responsibilities Support Zeffy Users (75%) 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 our internal support tools: templates, snippets, help centre articles, and chat flows Handle complex questions from day one without tiered levels Continuous Improvement Projects (25%) This role includes taking ownership every two months of a project tailored to your skills, interests, and career goals, with full responsibility for planning, building, and showcasing impact. Recent examples include automations and AI chat flows for ticket deflection, tools to identify knowledge base gaps, new support content, automated QA scoring, and scheduling tools for call requests. Automations and AI chat flows to increase ticket deflection Tool to identify gaps in the Knowledge Base New content, articles, and videos to better support users Automated QA scoring system and peer coaching sessions Scheduling tool for call requests Qualifications 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 or volunteer work with a nonprofit organization Tech‑savvy and quick to learn new software Bonus: Previous experience in the SaaS industry Familiarity with HubSpot, other CRMs or helpdesk tools Background in political science, social work, or community involvement Benefits 4 weeks of holiday + 1 week during Christmas time Competitive stock option program Health insurance Online medicine with Dialogue RRSP program Allowance for ecological transport (bike, transit) Wellness budget Team volunteering four times per year Offsite summit once a year with the entire team Flexible hybrid work option #J-18808-Ljbffr