Member Success Agent

Do you thrive on helping others? Really thrive on it?

Our continuing growth has created two opportunities to join the Better Impact team as a full-time, permanent, Member Success Agent. We’re looking to add to the team in the Portugal and Mexico to support our members (customers) around the world. You’ll be part of a friendly, global team helping non-profits and charities around the world. Better Impact is known for its amazing support and our dedicated Member Success Agents are key to making that happen.   If you’re someone who is passionate about helping others and would like to help not-for-profit organizations and charities accomplish the most they can, you’re the kind of person we are looking for.

Role Mission:

To provide support services to new and experienced member organizations so that they succeed in using our software toward the accomplishment of their missions, and to provide exemplary member support and positive member experiences that drive satisfaction rates, organization retention rates, and encourage referrals.

We’ll provide you with:

• a flexible work environment that recognizes there are other aspects to your life than work
• the resources and ongoing training to help you succeed
• the opportunity to make a difference in the world by helping organizations trying to do the same
• a compensation package based on your current experience, starting at a minimum of €12,750 / year in Portugal and MX$27,000 / month in Mexico
  

Location

• These are work-from-home positions

Work Hours:

Flexible but generally weekdays 9:00-5:00 Western European Standard Time in Portugal and 9:00-5:00 Pacific Time in Mexico

Qualifications:

Required:

• Level 4 proficiency in spoken and written English
• Level 4 proficiency in spoken and written Portuguese (Portugal position) or Spanish (Mexican position)
• 2+ years of customer service experience
• 1+ year volunteer management experience
• Comfortable using an Apple computer or willingness to learn
• Secondary school diploma, and 5+ years of work experience; OR College degree
• Ability to empathize naturally
• Clear and concise communication skills
• Comfortable and efficient in learning new software

Preferred:

• Level 5 proficiency in spoken and written English
• Level 5 proficiency in spoken and written Portuguese (Portugal position) or Spanish (Mexican position)
  
• 1+ year volunteer experience
• 1+ year supporting an online software platform

Required Outcomes and Responsibilities

1st Month

• • Master the fundamentals of the Better Impact suite of software
    • Review all demo and training videos
    • Create/set-up/use your own practice account
  • Review, understand and comply with all security documentation through the Better Impact ISMS
  • Display an understanding of Member Success Aide Role functions by:
    
    • Responding to support inquiries through the online chat system, email or by phone
    • Utilizing Upscope for member support
    • Deactivate an account
    • Managing support communication tools
    • Familiarize yourself with various software systems used at Better Impact:

1^st Quarter

• • • Maintain a 90% customer satisfaction rating on Intercom member support
    • Reviewing saved responses and auto-responses
    • Develop saved responses for new updates
    • Respond to deactivation requests as needed

1^st Year and Beyond

• • • Maintain a 94% customer satisfaction rating on Intercom member support
    • Contribute ongoing feedback in the development of training videos and help articles
    • Update saved responses and auto-responses
    • Recommend a minimum of 4 improvements for client experience through the support system

If you think you’d be a great addition to our team, please email rob@betterimpact.com and let him know why. Please include your resume and a cover letter.

Better Impact is a small but global business that helps engage and manage volunteers, donors and members more effectively and with greater efficiency. Our head office is in Hamilton, Ontario, Canada, we currently have small offices in Chicago USA, Adelaide Australia and London England, and work closely with Pista Mágica as an authorized reseller in Portugal.

Our clients include:

• international charities, such as the Salvation Army and Habitat for Humanity,
• cities, such as San Diego (USA), Vancouver and Toronto (Canada), Lancashire and Oxfordshire (UK), and Perth and Melbourne (Australia), and many more
• hospitals such as Ohio State University Medical Center and Johns Hopkins Healthcare (USA), Alberta Health and the University Health Network in Toronto (Canada), multiple National Health Services hospitals (UK) and Melbourne Health and Sydney Children's Hospital Network (Australia)
• and thousands of smaller charities and non-profits in ten countries.

Better Impact is committed to ensuring an equal employment opportunity to all qualified individuals. We believe a diverse workforce enhances our ability to fulfill our mission. We strive to offer a barrier-free recruitment and selection process. If you are contacted for an interview, please advise us if you require an accommodation.