Bilingual Customer Support Manager (French/English) - Level 2

About Yapla

Yapla is a dynamic and growing company specializing in software solutions for NPOs and associations of all sizes. Our all-in-one platform facilitates member management, membership processing, ticket sales, donation collection, and newsletter sending. Our mission is to simplify the daily lives of as many non-profit organizations and associations around the world as possible by helping them break down digital barriers. We value professional commitment and seriousness in our work, while placing great importance on friendliness and relaxation moments, making 'Fun' a key element of our company culture.

About the position

As a Customer Support Manager, your role will be to help our customers who come to us with technical problems with Yapla, or who have difficulties setting up and using the platform. Our customer support team is committed to provide a human and consultative approach, solving problems quickly, easily and correctly, by using a strong knowledge of how the Yapla platform works. Level 2 requests are for customers on higher plans and using Yapla in more advanced ways.

In your role you will :

• Effectively resolve issues via email, phone, video conferencing, and chat. We use the Zendesk platform to resolve issues and communicate with our customers.
• Develop your resilience, poise and flexibility as customer needs and ticket traffic change.
• Use your in-depth knowledge of Yapla and Web concepts to diagnose software or configuration problems.
• Collaborate with the product team to solve more complex problems and evolve our product in response to common customer issues, including access to resources.
• Identify business opportunities for prospects and existing customers and work with the CSM and sales teams
• Discover, report and monitor bugs and issues.
• Enjoy being immersed in a growth culture that includes Yapla training and continuous on-the-job learning.
• Lead webinars as a Yapla expert for our active customers
• Work in an office and/or remotely depending on your work preference

 
We are looking for someone who :

• Understands customer service, is passionate about the customer experience, and values the solutions he brings to people.
• demonstrates comfort in self-directed learning, troubleshooting and taking an investigative approach to problem solving
• has technical skills and is familiar with SAAS concepts 
• is interested in acquiring technical knowledge such as HTML and CSS, electronic banking and ERP implementation
• has experience with Zendesk
• has excellent written and spoken French and English.

 
What does the onboarding for this position look like?

• The first 5 days: Get to know Yapla as a company, your tools, and the basics of the platform. Set up your accounts, your demo account and discover your new working environment.

• In your first month: Learn the ins and outs of how the Support team works. Pair up with a colleague, take on practical, real-life customer cases, and hone your knowledge of the platform. Get to know the resources available to users and your teammates.

• After 2 months: You're ready to stand on your own two feet. You'll still have plenty of support, but your independence will be enhanced.
   

Why join Yapla?

Joining Yapla means becoming part of an innovative, fast-growing company with values of fun, commitment and excellence at the heart of its culture. You'll have the opportunity to make a significant difference in the nonprofit sector while growing in a dynamic and stimulating environment.

Only candidates eligible to work in Canada will be considered.

Please submit your resume using the form below