Overview

Organization: ActionAid Canada

Location: Remote (Applicants based in Canada or Ghana are strongly encouraged to apply)

Employment Type: Full-time / Part-time

Reports To: Customer Relations Manager

About ActionAid Canada

ActionAid Canada is part of the global ActionAid federation – a leading international non-profit organization working to end poverty, inequality, and social injustice. We partner with local communities, activists, and organizations to empower people, especially women and youth, to claim their rights and create sustainable change.

We are currently seeking a Remote Customer Support Representative to strengthen our engagement with donors, sponsors, and program participants across multiple regions.

Position Overview

The Remote Customer Support Representative will serve as the primary point of contact for ActionAid Canada’s supporters. The role involves providing exceptional assistance through email, phone, and live chat, maintaining accurate records, and ensuring that every supporter has a positive and meaningful experience with our organization.

The ideal candidate will be empathetic, proactive, and passionate about global development and humanitarian work.

Key Responsibilities

• Respond promptly and professionally to supporter inquiries via phone, email, and chat.
• Assist donors and sponsors with account updates, contributions, receipts, and program information.
• Manage and update supporter information using CRM and ticketing systems.
• Provide clear and accurate information about ActionAid’s projects and fundraising activities.
• Resolve supporter complaints with empathy and a solutions-oriented approach.
• Collaborate with internal teams (communications, programs, and finance) to address complex queries.
• Track and report recurring issues, trends, and feedback for service improvement.
• Participate in regular online training sessions and team meetings.
• Uphold ActionAid’s values of respect, transparency, and accountability in all interactions.

Qualifications and Skills

• Minimum of a high school diploma or equivalent (a college diploma or degree in communications, public relations, or related field is an asset).
• At least 1 year of customer service, donor relations, or administrative experience (NGO or non-profit experience preferred).
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills and cultural awareness—must be able to engage respectfully with supporters from diverse backgrounds.
• Tech-savvy with knowledge of CRM systems (e.g., Salesforce, HubSpot, or Zoho) and Microsoft Office or Google Workspace tools.
• Self-motivated and disciplined to work remotely with minimal supervision.
• Stable internet connection and a quiet work environment for calls and meetings.
• Passionate about humanitarian work, gender equality, and community empowerment.

Work Environment

• Fully remote position – open to candidates residing in Canada or Ghana.
• Flexible working hours to accommodate different time zones.
• Supportive, inclusive, and mission-driven work culture.
• Compensation and Benefits
• Competitive salary based on qualifications and location.
• Paid leave and wellness days.
• Remote work allowance and equipment support (where applicable).
• Continuous training and professional development opportunities.
• Opportunity to contribute to global change and community impact.