Member Success Agent

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

Our continuing growth has created three 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 UK, Hamilton Ontario, and in British Columbia. 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
• a casual and comfortable office that includes a private gym, shower, games area, 4th floor outdoor patio (Hamilton position) 
• sick days that you can use for anything you’d like, sick or not
• 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 $48,000

Locations

• Canada - Hamilton, Ontario
• Canada - BC (preferably in the lower mainland)
• UK (preferably in London)

Work Hours:

Flexible but generally weekdays 9:00-5:00 in the local time zone

Technical Knowledge:

Required:

• 2-3 years of customer service experience
• 1+ year volunteer management experience
• 1+ year administrative experience using a volunteer management software
• Comfortable using an Apple computer or willingness to learn

Preferred:

• 2-3 years administrative experience using Better Impact software

Qualifications:

Required:

• High school diploma, and 5+ years of work experience; OR College degree, and 2-3 years of work experience
• 1-2 years of experience working in volunteer, donor or non-profit management
• An acceptable current Criminal Record Check must be submitted prior to starting employment

Preferred:

• 3-4 years' experience working in volunteer, donor or non-profit management
• CVA or CRFE Certification
• Written and verbal fluency in French, Spanish or Portuguese.

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

• • • 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. 

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 in May we will officially launch 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.