Technical support, Help desk

Elevate Your Career and Impact at Second Harvest

Position: Support Operations Coordinator
Organization: Second Harvest

Location: Canada
Date: June 2025
Department: Product
Reports to: Senior Manager, Support Operations

Status: Permanent Full-Time
Salary: $50,000 - $52,000 Per Annum Plus Benefits
Time Required on-site: 0% (Remote) (no regular on-site requirements, apart from all-staff events)

The Opportunity Awaits—Where Passion Meets Impact!

Second Harvest is Canada’s largest food rescue organization and the expert in perishable food recovery. We rescue surplus, unsold food from across the supply chain and redistribute it to non-profits across the country to feed communities. Demonstrating our values of community, environment, integrity and collaboration, we strive for No Waste. No Hunger.

If you are ready to bring your expertise and innovation to a mission-driven organization, this is your moment.

Enter Second Harvest…

Think we're just about redirecting food surplus? Think bigger.

Here's why Second Harvest is your next career leap:

• Pioneers in food rescue, we are a renowned leader in perishable food redistribution across Canada.
• With a mission fueled by a no-waste, no-hunger ethos, we're not just changing the game—we're rewriting the rules.
• Our strategic approach aligns with the United Nations’ Sustainable Development Goals (SDGs), making every day a step towards global change.

The Role:

Second Harvest is looking for a dedicated, organized team player to join our team as the Support Operations Coordinator. Reporting to the Senior Manager, Support Operations, this position will support our App’s users and Second Harvest staff through our technical Help Desk. The Support Operations Coordinator will troubleshoot staff and user technical issues, respond to questions, maintain the CRM, and work to improve processes, all with the goal of increasing usability on the Second Harvest Food Rescue App. We are looking for a hard-working professional who is comfortable working with CRMs and is eager to learn new skills.

Your Impact:

• Under the direction of the Senior Manager, Support Operations, 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.

Who You Are:

• 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.
• 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.
• English and French bilingualism is required.
• Must be located in Canada and available to work an 11:00 AM to 7:00 PM EST shift.

About the Perks:

• 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.

Apply For This Role:

Ready to lead at the forefront of food security and sustainability? Join us at Second Harvest and be part of a team that's not just meeting the standard but setting it. Apply today and be the change you want to see in the world.

Please mention you saw this at GoodWork.ca.

Second Harvest is committed to fostering a diverse and inclusive work environment. We strongly encourage applications from all qualified individuals, especially those from equity-deserving groups, including racialized persons/persons of color, Indigenous peoples, women, persons with disabilities, and members of the LGBTQ2S+ community.