{"id":229321,"url":"https://alion.io/job/zeffy-customer-support-specialist","title":"Customer Support Specialist","company":{"id":19317,"name":"Zeffy","domain":"zeffy.com","url":"https://alion.io/company/zeffy","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Kula","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Montreal, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":75000,"period":"year","method":"role_country_seniority_unknown","sample_n":383},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"HubSpot","optional":true}],"status":"live","first_seen_at":"2026-09-04T09:37:11Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-11-01T09:58:48Z","board_verified":true,"closed_at":null,"days_open":58,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":58},"description":"About Zeffy\nZeffy is the fastest-growing nonprofit platform in North America, helping organizations raise funds, run events, and engage donors. We are already working with more than 80,000 nonprofits and are doubling annually.\nMillions of people dedicate their lives to causes beyond profit, running schools, shelters, and community initiatives. Yet most still lack modern tools. We believe the greatest opportunity for technology today is to amplify the impact of nonprofits.\nBuilt on a sustainable, self-funded model, Zeffy reaches over 1M donors monthly and grows profitably, giving us the freedom to focus fully on our mission.\nNonprofit workers are heroes. They deserve the best technology, and we’re hiring top minds and top hearts to build it for them.\nWhat makes our Support Team unique\nAs a Customer Support Specialist at Zeffy (reporting to the Head of CS), you’ll help thousands of nonprofits get the most out of our tools. You’ll spend most of your time supporting users via email and callbacks, and the rest owning projects that improve our support processes, tools, and overall experience.\nWe’re not your average support team. Unlike traditional tiered setups, everyone on our team handles complex and meaningful cases from day one. Our team of seven is passionate, driven, and if we’re being honest… pretty cool.\nSupport won’t be your only focus. Every two months, you’ll be assigned a project tailored to your skills and interests, so that you can grow your career. You’ll fully own your targets and metrics, and not just contribute to impactful decisions, you’ll actually make them happen. Our culture is built on trust, autonomy, and growth.\nWe have the best clients. Our users are nonprofit organizations doing incredible work. They’re kind, mission-driven, and genuinely appreciative of the help we provide. Our 4.9/5 satisfaction score speaks for itself!\nIf you’re ambitious, tech-savvy, and thrive in fast-paced environments, we’d love to meet you!\nMore precisely you will\nSupport Zeffy Users (75%) :\nAct as a product expert and respond to nonprofit and donor questions via email and callback requests\n\nTroubleshoot product or technical issues and collaborate with the dev team when needed\n\nMaintain and update our internal support tools: templates, snippets, help centre articles, and chat flows\n\nNo “agent levels” or “tiers”, you’ll be trusted with complex questions from day one\n\nContinuous Improvement Projects (25%)\nThis is where you grow. Every two months, you’ll take ownership of a project tailored to your skills, interests, and career goals. You’ll have full responsibility for making it happen and seeing results.\nHere are some examples of recent team projects:\nElla built automations and AI chat flows to increase ticket deflection\n\nArchie created a tool to identify gaps in our Knowledge Base\n\nSoumaya produced new content, articles, and videos to better support our users\n\nTanya launched an automated QA scoring system and now leads peer coaching sessions\n\nCecilia rolled out a new scheduling tool for call requests and is tracking adoption results\n\nYour project will be your own to deliver, with two months to plan, build, and showcase your impact.\nPreferred experience (qualifications)\n6 months+ of experience in a customer facing role\n\nExcellent written communication in English and in French\n\nTrack record of owning tasks or projects to completion\n\nExperience working or volunteering with a nonprofit\n\nTech-savvy and quick to learn new software\n\nBonus:\nPrevious experience in SaaS industry\n\nFamiliarity with HubSpot, other CRMs or any other helpdesk tool\n\nBackground in political science, social work, or community involvement\n\n Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't check every box. If this applies to you and you are interested in the position, we'd love to hear from you!\nWorking at Zeffy will feel like home if\nYou're driven by ambition at scale: You’re passionate about making a difference and believe technology can empower nonprofits to tackle the world’s biggest challenges.\n\nYou keep it simple: You value clarity and efficiency, knowing that the best solutions are often the simplest ones.\n\nYou’ve got each other's backs: You collaborate with kindness, communicate openly, and celebrate the successes of those around you.\n\nWhy join us at Zeffy?\nBe part of a purpose-driven company: We are profitable and growing fast, with a sustainable model that supports nonprofits.\n\nExperience real impact: With 200% year-over-year growth, we’ve helped them raise nearly $1 billion, and we’re just getting started!\n\nWork in a collaborative environment: Join an ambitious, passionate team in our beautiful office, located in Le Plateau.\n\nWhat’s in it for you\n4 weeks holiday + 1 week during Christmas time\n\nCompetitive stock option program\n\nHealth insurance\n\nOnline Medicine with Dialogue\n\nRRSP (REER) program\n\nAllowance for ecological transport #bike #transit\n\nWellness Budget\n\nTeam volunteering four times per year\n\nOffsite summit once a year with the entire team.\n\nOffices located in the heart of Plateau Mont-Royal, with the possibility of flexible, hybrid work.\n\nRecruitment Process\nCall with Recruiter (45 min)\n\nMeeting with Hiring Manager (1.5h)\n\nCase Study (2h)\n\nCultural interview with leadership (1h)\n\nReference check / Team lunch\n\nJob offer\n\nZeffy is an equal opportunity employer. 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