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, Sri Lanka and more!
The CS Support groups play a crucial role within the Benevity ecosystem, dedicated to enhancing the experience of client administrators, end users, and nonprofits worldwide. Our commitment to fostering positive change through our 'Goodness Ecosystem' helps companies, individual donors, and causes make a meaningful impact.
In our ongoing effort to deliver exceptional experiences for our end users, client administrators, and causes, we are looking for a Support Operations Lead. This role is ideal for someone who is passionate about data, process optimization, and leading the development of industry-leading support practices and systems.
What you’ll do:
● Coaches and leads the team effectively, driving process improvements and managing daily activities in alignment with Benevity's values
● Collects and analyzes client feedback in partnership with Client Success to enhance user and team experiences, improve processes, and refine support strategies
● Takes a proactive stance in planning, using queue data to guide daily and weekly objectives, fostering a motivating and positive environment for the team
● Oversees Service Level Objectives (SLOs) and keeps management updated on client queue statuses
● Demonstrates an in-depth knowledge of all applicable processes and systems
● Synthesizes data to devise and implement strategies for communication, documentation, and training to address knowledge and process gaps within Managed Services
● Develops tailored documentation, presentations, and training sessions for internal teams as needed
● Confidently navigates and supports with the team’s escalated scenarios, as a first point of contact
● Manages ongoing product issues including the creation of investigative JIRA’s and problem tickets, while providing the management team with ongoing updates
● Utilizes data to identify trends in match and volunteer submissions, and makes specific recommendations to leadership on improving operational processes and/or user experience as a result
● Regularly consults with management team regarding decisions that will impact processes or function of the team outside of the queues ○ i.e. Planning for Benevity-sponsored events ○ i.e. Supporting internal processes/ changes to process ○ i.e. Supporting ad-hoc requests from CSMs for non-SME clients
● Develops, and facilitates new hire and on-going training (supported by CTS Leadership team)
● Participates in cross-team initiatives to help keep the team informed and share knowledge while aligning processes, team goals and OKRs
● Acts as the liaison between the Implementation Team and the CTS team. Provides support and program best practices during implementation where required, ensuring the handoff from the Implementation team to the End User Care team follows outlined processes, reporting any concerns to the management team
● Acts as the liaison between Product and Support teams. Participates as a stakeholder in product launches to provide guidance on the needs of the Support team and to add value and insight on the user experience. Monitors queues after product launch for escalations and volume increases
What you’ll bring:
● Bachelor’s degree or equivalent
● 2+ years of experience in a technical support role in a B2B2C enterprise environment with progressive levels of responsibility
● Proven ability to increase business value through data-driven process enhancements
● Demonstrated experience with developing and executing training in a remote and in-person environment
● 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
● 2+ years of data analysis and reporting experience (considered an asset)
● Advanced skill in Excel or Google Sheets
● Collaborative approach to problem solving
● Self-motivated and can work comfortably with little direction
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
