Manager, Client Technical Support

at  Benevity

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 vital to Benevity, dedicated to enhancing the experience for client administrators, end users, and non-profits globally. We are committed to fostering positive change through our ‘Goodness Ecosystem’ and helping companies, donors, and causes make a meaningful impact.
To support our goal of creating exceptional experiences, we are seeking a Manager, Client Technical Support for our Spark client administrators. This role is ideal for someone passionate about delivering top-tier client experiences, building high-performing teams, optimizing processes, and advancing our vision of industry-leading support practices and systems.

WHAT YOU’LL 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 the team to be part of the cultural and engagement activities.
• Builds strategies for leading the team, providing client service and managing the team’s workload from a leader’s perspective. 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 address 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 processes 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 client 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

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.