Job Description

Meet Benevity

Benevity's award-winning corporate purpose software empowers companies and their people to take social action on the issues and causes they care about. Through giving, volunteering, grantmaking and positive actions, we help 650+ clients (and counting!) build better cultures and engage their employees and customers to create greater social and business impact. We're also one of the first B-Corps in Canada, meaning we're as committed to purpose as we are to profits. 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

• Effectively coaches, motivates and leads the team through improvements, changes and challenges while exemplifying Benevity's values.
• Accountable for managing the performance with all individuals, provide the right level of guidance, recognition and challenge.
• Has the ability to interpret strategy, the function's OKRs/priorities and turns into effective operational plans. Prioritizes work with clear accountabilities to deliver good outcomes for their teams, the company and clients. Understands the operations of their function and is aware of how other functions within the company operate, when setting priorities or re-organizing work. Is the voice of our client (internal & external) and our environment.
• Collaborates cross functionally and engages with senior stakeholders to enable good outcomes. Takes initiative to navigate, resolves conflict and challenges functional and cross functionally and with clients.
• Role models and promote our values. Actively takes part and encourages team to be part of the cultural and engagement activities.
• Builds strategies for leading the team, providing client service and manage the teams workload on from a leader perspectives. For example, structure of the team, communication to the team, key processes improvements across the team and performance management of the team members.
• Is an advocate for the Client to drive change across the business. Ie. Product enhancements, process improvements that enhance the experience.
• Ability to consolidate data from systems and build plans to addresses challenges and issues and communicate appropriately.
• Has a good understanding of the key clients and their associated level of support requirements and can lead the team to ensure a positive client experience.
• Has proficient use and understanding of products, tools and process the team uses.
• Actively and effectively identifies support challenges, problem solves and makes decisions to address key support challenges, with the appropriate level of consultation for the issue. Rolls out solutions in a timely fashion.
• Confident in handling and taking over escalated end user conversations and requests.
• Accountable for the hiring decisions through facilitating interview's and identifying appropriate candidates for the Support Specialist role.
• Actively collects client administrator feedback and interprets client data, in collaboration with Client Success, to drive initiatives that support the client admin and team experience, process efficiency, and support strategy.
• Interacts directly with the client during escalated issues.

Who You 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 skills in Excel
• Collaborative approach to problem solving
• Self-motivated and can work comfortably with little direction

Discover your purpose at work

If you're a passionate problem solver and want to put your skills to use helping the world's coolest companies do more good in the world, Benevity is the place for you. You'll be part of a team with a 99% client retention rate — the highest in the SaaS space — so you can learn and grow with the best. You'll get that competitive salary, flexible health benefits, mental health support, a generous bonus program, stock options, a hybrid office/home work environment and so much more. Plus, Benevity's very own MyGoodness program inspires our people to donate, volunteer and take action for the causes and issues they care about. If you want meaning, purpose and growth, you belong at Benevity.

Join a company where DEIB isn't a buzzword

The diverse backgrounds, experiences, skills and passions of our people make it possible for us to keep innovating as the market leader in our space. 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 Black Employee Network making space for us to have difficult conversations to our Pride events and the exceptional diversity on our leadership and tech teams. We strive to build a strong culture of Belonging so that every Benevity-ite feels included and can thrive as their authentic selves — in a place where everyone has an equitable opportunity to shine! Here at Benevity, we are committed to creating a culture of belonging and that starts with a fair and accessible hiring process. Any candidates with disabilities who may require accommodations throughout the hiring or assessment process, are encouraged to reach out to accommodations@benevity.com. If you want to feel seen, heard and celebrated, you belong at Benevity.