About Kindsight:

Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors - at any scale. With purpose-built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real-time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising.

Position Summary:

We are looking for an excellent communicator with a passion for researching technical issues who can help us continue building strong relationships with our user community. In this role, you’ll be the frontline problem-solver for clients using our Kindsight High Velocity platforms. You’ll handle technical troubleshooting cases, guide users through configuration issues, and collaborate with internal teams to ensure timely and effective resolutions. Join us today and make a meaningful impact for charities and services in communities all around the world!

What You’ll Do:

• Responsible for providing client support for Kindsight products via email, telephone, and chat

• Apply analytical skills and technical troubleshooting knowledge to solve user and product problems ranging from simple to complex

• Analyze, track and resolve customer questions in a prompt and accurate manner to ensure the highest level of client satisfaction

• Assist in the setup of Kindsight products within integrated system

• Contributing to the knowledge base and creating user-friendly help articles, documentation, tutorials, videos, guides, etc.

• Work with the onboarding team to bring best-in-class value training to our amazing clients

• Prioritize issues based on severity and customer impact

• Maintaining and expanding knowledge of Kindsight's products, staying up-to-date with new functionality and compliance changes

• Build and maintain positive client experience, perception, and satisfaction

• Work in a collaborative team environment to enhance customer and internal knowledge of Kindsight products

• Other related duties, as assigned

What We’re Looking For:

• 1+ years’ work experience in a related role demonstrating excellent analytical, organizational and a high amount of emotional intelligence

• Exceptional verbal and written communication skills, and the ability to explain complex concepts to non-technical people. Demonstrating empathy and patience in every customer interaction

• Basic understanding of desktop software and network infrastructure with an emphasis on how technology works within small to mid-sized organizations

• Excellent time management and prioritization skills in continually changing work environment

• Experience and understanding of cloud-based solutions (SaaS)

• Experience with Salesforce is an asset

• Willingness to learn – enthusiastic and willing to do whatever it takes to get the job done!

Compensation Range: $40,000-$45,000 CAD OTE annually, based on experience, market benchmarks and role complexity. We aim to offer fair, competitive pay that reflects your skills and the market.

This advertised position is for an existing vacancy at Kindsight. At Kindsight, we’re proud to be a place where everyone belongs and has an equal opportunity to contribute, thrive and grow. We hire based on skills, potential, and impact, and we believe our differences fuel innovation. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. We’re building a workplace where everyone has the opportunity to do meaningful work and make a difference.

We leverage artificial intelligence (AI) tools to support certain aspects of our recruitment process. These tools may help with resume screening, drafting job descriptions, creating interview questions and occasionally identifying potential candidates. All hiring decisions are made by our people, not AI. Our intent is to use AI thoughtfully to streamline administrative tasks, improve the candidate experience and support fair, unbiased hiring practices consistent with industry standards.