Self-Service and Partner Analyst
Posted on 3/30/2023
Canada • Remote
Experience Level
  • Benevity's award-winning corporate purpose software empowers companies and their people to take social action on the issues and causes they care about. Through giving, volunteering, grantmaking and positive actions, we help 940+ clients (and counting!) build better cultures and engage their employees and customers to create greater social and business impact. We're also one of the first B-Corps in Canada, meaning we're as committed to purpose as we are to profits
  • The CS Support team is looking to hire a Support Self-Serve and Partner Analyst provide improvements in our self-service model and tools and to administrate our key partnerships and vendor relationships. This would be a great entry-level role for someone looking to join our fast-paced, dynamic organization
  • The CS Support groups are an integral part of the Benevity ecosystem, laser focused on elevating and enriching the experience we provide to client administrators, our end users, and non-profits from all over the world. We have an unwavering commitment to create positive change through our 'Goodness Ecosystem', and to help amazing companies, individual donors, and causes create meaningful impact
  • To help support our goal of creating amazing experiences for end users, client administrators, and causes, we are seeking a support self-service and partner analyst who is passionate about data, process optimization, and systems improvements
  • Takes the lead in maintaining and delivering improvements to our self-service options. For example, reporting on our Bot, ensuring we have the right content and relevance of the content is strong, ensures the knowledgebase is up to date based on data from Support
  • Understands the tools and technologies used within the Support teams and identifies areas for improvement. Works with the CS Systems team to deliver improvements to the integrations systems
  • Assists in discovering new ways of supporting our causes, users and client administrators through self-service by understanding what's available in the market
  • Assists in delivering automations across support to delivery cost to serve improvements
  • Make recommendations to improve efficiencies through development and adoption of best practices and standard procedures based on product releases
  • Demonstrates an in-depth knowledge of all applicable processes and systems; including but not limited to Zendesk functions, JIRA, Confluence (End User Care Portal), Secure Site, PNC, Box, the Nominator, Zoom, and Aha!
  • Acts as a liaison between our partners, vendors and our support leadership team
  • Ensures that our partners have the tools, processes and knowledge required to meet their service obligations
  • Regularly reports progress, accomplishments, learnings and key metrics to the support leadership
  • Identify, defines and implements integrated process improvements across the support teams
  • Assist the support operations leads and support teams in delivering key projects during project season
  • 2+ years of data analysis and reporting experience (considered an asset)
  • Proven ability to increase business value through data-driven process enhancements
  • A strong understanding of support and the channels, technologies and processes used for support
  • Has basic project management skills and can lead a cross functional project
  • Bachelor's degree or equivalent
  • 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
  • Advanced skill in Excel
  • Collaborative approach to problem solving
  • Self-motivated and can work comfortably with little direction
Donation & grant management platform