Support Operations Coordinator

Summary

Join Second Harvest, Canada's largest food rescue organization, as a Support Operations Coordinator. This permanent, full-time remote position involves managing the organization's technical Help Desk, supporting app users and staff. You will troubleshoot technical issues, respond to inquiries, maintain the CRM (Microsoft Dynamics 365), improve processes, and conduct data analysis. The role requires strong communication, technical, and analytical skills, along with bilingualism (English and French). A competitive salary and benefits package are offered, including flexible work hours. Second Harvest is committed to fostering a diverse and inclusive work environment.

Requirements

• Passionate: Inspired by the work of Second Harvest and eager to build on our vision on “No Waste. No Hunger.”
• Customer-Focused: Committed to providing an exceptional user experience and delivering a product that meets diverse needs
• Communicative: Able to convey complex ideas clearly and simply, ensuring team members and peers are well-informed. Comfortable managing multiple tasks and seeking team support when needed
• Technical: Proficient with data, using it to drive efficiency and improvement
• Analytical: data is your friend; you’re able to translate numbers into action and pave the way for efficiency
• Diligent: Dedicated to achieving goals and willing to go the extra mile
• English and French bilingualism is required
• Must be located in Canada and available to work an 11:00 AM to 7:00 PM EST

Responsibilities

• Operate the Second Harvest Food Rescue App Technical Help Desk: Respond to user/staff technical issues and inquiries via email and phone in both official languages
• Resolve issues in a timely manner with a focus on customer service excellence
• Escalate technical issues to the appropriate team member when needed and provide guidance and feedback through the resolution process
• Track user interactions and issues using Microsoft Dynamics 365
• Support with onboarding and training session for Second Harvest Staff who have access to Dynamics 365 and the Second Harvest Food Rescue App
• Develop and send bulk communications to App users through Microsoft Dynamics 365 with the goal of increasing user engagement and retention
• Manage and analyze large data sets, conducting regular data cleanup and system reviews
• Work collaboratively with the Product team to ensure the platform meets user needs and industry standards
• Perform other related duties as required or assigned to support the overall goals of the organization

Preferred Qualifications

• Previous experience working with Customer Relationship Management (CRM) platforms, with experience in Microsoft Dynamics 365 considered beneficial but not essential
• Willingness to learn and adapt to new technologies is valued

Benefits

• A competitive salary paired with a robust benefits package
• Professional growth in a role that makes a real difference
• Flexible work hours and a commitment to work-life balance