Manager, Client Technical Support

Meet Benevity
Benevity is the way the world does good, providing companies (and their employees) with technology to take social action on the issues they care about. Through giving, volunteering, grantmaking, employee resource groups and micro-actions, we help most of the Fortune 100 brands build better cultures and use their power for good. We’re also one of the first B Corporations in Canada, meaning we’re as committed to purpose as we are to profits. We have people working all over the world, including Canada, Spain, Switzerland, the United Kingdom, the United States and more!

The CS Support groups are an integral part of the Benevity ecosystem, laser focused on elevating and enriching the experience we provide to client administrators, our end users, and non-profits from all over the world. We have an unwavering commitment to create positive change through our ‘Goodness Ecosystem’, and to help amazing companies, individual donors, and causes create meaningful impact. 

To help support our goal of creating amazing experiences for end users, client administrators, and causes, we are seeking a Manager, Client Technical Support for our Spark Client Administrators who is passionate about providing the best client experiences, process optimization, and guiding our vision to create industry-leading support practices and systems. 

What you will do: 

• Coach, motivate, and lead the team through improvements, changes, and challenges while exemplifying Benevity's values
• Manage performance for all individuals by providing the right level of guidance, recognition, and challenge
• Interpret strategy and the function's OKRs/priorities to create effective operational plans. Prioritize work with clear accountabilities to deliver good outcomes for the team, company, and clients. Incorporate an understanding of the function's operations and cross-functional dependencies when setting priorities or reorganizing work. Serve as the voice of the client (internal and external) and the environment
• Collaborate cross-functionally and engage with senior stakeholders to enable good outcomes. Navigate, resolve conflicts, and address challenges within the function, across functions, and with clients
• Role model and promote Benevity’s values by actively participating in and encouraging the team to engage in cultural and engagement activities
• Build strategies for leading the team, providing client service, and managing workload from a leadership perspective. Examples include structuring the team, communicating effectively, driving key process improvements, and managing team performance
• Advocate for the client by driving product enhancements and process improvements that enhance the overall experience
• Consolidate data from systems, build plans to address challenges, and communicate solutions appropriately
• Understand the key clients and their support requirements to lead the team in delivering a positive client experience
• Use and understand the products, tools, and processes the team relies on proficiently
• Identify support challenges actively, solve problems, and make decisions to address key issues with appropriate consultation. Roll out solutions in a timely fashion
• Handle and take over escalated end-user conversations and requests confidently
• Lead hiring decisions by facilitating interviews and identifying appropriate candidates for the Support Specialist role
• Interact directly with the client during escalated issues

What you will bring: 

• Proven ability to lead a support team and performance manage individuals
• 2+ years of data analysis and reporting experience 
• Proven ability to increase business value through data-driven process enhancements 
• Bachelor’s degree or equivalent
• Highly organized, with a strong bias to action and a keen focus on results
• Demonstrated social and emotional intelligence
• Excellent oral and written communication skills
• Ability to translate technical information into everyday terms 
• Advanced skill in Excel
• Collaborative approach to problem solving
• Self-motivated and can work comfortably with little direction

Discover your purpose at work

We’re not employees, we’re Benevity-ites. From all locations, backgrounds and walks of life, who deserve more …

Innovative work. Growth opportunities. Caring co-workers. And a chance to do work that fills us with a sense of purpose.

If the idea of working on tech that helps people do good in the world lights you up ... If you want a career where you’re valued for who you are and challenged to see who you can become …

It’s time to join Benevity. We’re so excited to meet you.

Where we work

At Benevity, we have developed a Community First approach that we design our people's experience around with goals to build a strong community and culture, achieve stellar execution of our business goals and social mandate, and ensure Benevity-ites thrive. For those who live within a reasonable commuting distance to an office, we can split our time working in the office and from home to optimize the opportunities of both, with the requirement that we spend at least 50% of the time in the office.

Join a company where DEIB isn’t a buzzword
Diversity, equity, inclusion and belonging are part of Benevity’s DNA. You’ll see the impact of our massive investment in DEIB daily — from our well-supported employee resources groups to the exceptional diversity on our leadership and tech teams.

We know that diverse backgrounds, experiences, skills and passions are what move our business and our people forward, so we're committed to creating a culture of belonging with equal opportunities for everyone to shine. 

That starts with a fair and accessible hiring process. If you want to feel seen, heard and celebrated, you belong at Benevity.

Candidates with disabilities who may require accommodations throughout the hiring or assessment process are encouraged to reach out to accommodations@benevity.com.