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 940+ 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 team is looking to hire a Support Self-Serve and Partner Analyst to help drive improvements in our self-service model and tools, along with administering supporting our key partnerships and vendor relationships. This person will be a member of the End User Care Team but will work closely and collaboratively with all Support teams. This role is a 12 month temporary position.

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 creating 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 Support Self-Service and Partner Analyst who is passionate about data, process optimization, and system improvements.

What you will do:

• Takes the lead in maintaining and delivering improvements to our self-service options. For example, reporting on our Bot, ensuring we have the right support content and monitoring the relevance of the content while ensuring the knowledge base online Help-Center is up to date based on data from Support teams.
• Acts as a liaison between our partners, third-party vendors and our Support leadership team. Will assist in managing expectations and quality while building a professional relationship with our third-party vendor.
• Effectively shares the role with their co-analyst, while building a strong working relationship to allow for successful communication and alignment on projects, tasks and initiatives.
• Demonstrates an in-depth knowledge of all applicable processes and systems; including but not limited to Zendesk functions, JIRA, Confluence (End User Care Portal), Causes Portal, Secure Site, Box, the Nominator, Zoom, Aha!, and Slack.
• Understands the importance of systems working together, has experience with reporting from key systems. A nice to have is experience with Zendesk, Jira, and Confluence.
• Understands the tools and technologies used within the typical self-service methods and works with Support leaders on improvement areas to enable self-service. Works with our Systems teams and Operational Leads to implement those improvements. Support teams and identifies areas for improvement. Works with the CS Systems team to deliver improvements to our Zendesk system integrations.
• Assists in discovering new ways of supporting our causes, users and client administrators through self-service tools by understanding researching what\'s available in the market.
• Assists in delivering automations across Support to improve upon cost to serve.
• Acts as a liaison between our partners, vendors and our support leadership team.
• Ensures that our partners 3rd third-party vendors have the tools, processes and knowledge required to meet their service obligations.
• Regularly reports on progress, accomplishments, learnings and key metrics to the support leadership.
• Identifies, defines and implements integrated process improvements across the support teams.
• Assists the Support Operation Leads and Support teams in delivering key projects during project season.
• Can collaborate effectively with other teams across Benevity specifically but not limited to our Product teams, Product Marketing, Finance and Business Operations.

What you will do:

• 2+ years of experience managing a third-party vendor (considered an asset)
• A strong understanding of support and the channels, technologies and processes used for support
• Experience with data analysis and reporting experience (considered an asset)
• Proven ability to increase business value through data-driven process enhancements
• A strong understanding of support and the channels, technologies and processes used for support
• Has basic project management skills and can lead a cross functional project
• 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

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 .

If you want to feel seen, heard and celebrated, you belong at Benevity.

Benevity