Posted Friday, August 7, 2026 at 4:00 AM

Are you looking for more than a job? At World Vision Canada we offer challenging careers that change the lives of children all over the world and it will change yours too. Come and be part of a team of 400 Canadians with a vision for the world: Life in all its fullness for every child.

You will experience Christian faith in action helping to make real and lasting change in the lives of the world’s most vulnerable children. Join the World Vision Canada team and be part of a powerful and effective force for good:

For Children. For Change. For Life.

Position:
Supporter Care Representative

Reports to:
Position Term:
Full Time Permanent
Primary Location:
Workplace Type:
Hybrid
Job Purpose
Supporter Care Representatives are Subject-Matter-Experts in the variousgiving-opportunitiesavailable to our supporters, and importantly, in the handling of all donor queries and account maintenance requests. As such, their primary role is to deepen relationships with our existing donors, and to foster strong connections with new supporters. They are excellent at offering savingcancelationopportunities,upsell,crosssellingand further engagement through telemarketing campaigns. With each point of contact, whether by phone, email, chat, social media, or letter, they are committed to providing our supporters with outstanding, positive experiences, an abiding sense of our mission’s work, and the affirmation of their personal support, as highly valued partners with World Vision Canada.

The Supporter Care Representative is resourceful, being able to troubleshoot online issues our donors mayencounterand is adept at helping supporters navigate World Vision’s website and My World Vision accounts, as well as other related applications. Always the professional communicator, the Supporter Care Representative thrives on having challenging, yet rewarding conversations with our supporters, some of whom may have complicated questions or escalated concerns.

Language Requirements
For bilingual and trilingual representative roles, this is a fully bilingual/trilingual position. There is no predetermined or guaranteed proportion of timeallocatedto working in English, French, or anyadditionallanguage. Language use will be driven by business needs, and the successful candidate mustdemonstratefluency and flexibility in all required languages, as assignments and priorities may shift accordingly.

Responsibilities

Strengthens and affirms new supporters’ partnerships, AND carefully stewards existing supporters’ relationships through meaningful,efficientand satisfying conversations. This satisfaction is ensured by:

Dedication tofirst-call-resolution through the careful,accurateand effective handling of all donor concerns, requests,accountsand transactions, thereby earning our supporters’ trust.

Conveying empathetic responses to supporters dealing with challenges of any kind,

Inspiring deepenedlevels of supporter engagement through the promotion of exciting monthly opportunities, as is suitable for each individual supporter.

Personally, commits to the highest degree of professionalism as a representative of World Vision Canada, across all communication channels, resulting in a body of work that is motivating to others, challenges their own status-quo, and is overall,



consistent,accurateand trustworthy.This includes work conducted by phone, email, letters, webchatsor social media.

As a World Vision Representative, we partner with oursupporters forwhen theyare in need ofprayer support. This may require the opportunity to pass along their prayer request as well as praying in the moment with the donor to support them in their situation and time of need.

This role requires strong telemarketing skills, including clear communication, active listening, and the ability to build rapport quickly over the phone. The position involves making outbound calls to our current contributors to share updates, express appreciation, and invite continued or increased support. Confidence, professionalism, and a warm, engaging phone presence are essential.

Retention

Focuses on applying consistent and intentional effort to reduce sponsorship cancellation rates monthovermonth, when personally connecting with sponsors by phone, chat or email and employs a variety of retention techniques best suited to donor situation, for example:

Continuation of sponsorshipat a later dateby offering a pause or reducing the rate fora time period.

Retention of at least one of multi-sponsorships, or the

Step-downto another monthly donation plan such as Village2Village or Raw Hope or any other offer we have.

Conductscrucial conversations with sponsors and donors, to resolve escalated issues to their satisfaction, such that our supporters willingly choose to remain in partnership with World Vision and its programs, for example:

Achieves first and bestpossible callresolution to secure supporter satisfaction, increased faith in our organization, and our donors’ long-term partnership with World Vision Canada.

Telemarketing campaigns – Reach out to current supporters to offer further engagement and participation with World Vision.

Business Effectiveness and Efficiency

Exercises generous hospitality when interacting with colleagues providing SME and sharing best practices

Diligentlyadheresto scheduled shift times and break times, to ensure the contact center continues to run smoothly without interruption.

Proficient and daily use of technology including customer relationship management tools such as CRM, the telephony platform: Talk desk, Horizon, MicrosoftOfficeand My World Vision.

Meets or exceeds the established performance goals as noted in Performance Metrics.

Team Productivity & Performance

Maximizes personal effortrequiredto help the Contact Center achieve its SLA daily, by efficiently handling assigned work, to meet or exceed the expected hourly rate of achievement, asoutlined in the Performance Metrics.

Inspires increased donor engagement on allappropriate interactions, through the promotion of our monthly Extra Blessing upselling offers and selected WVC products.

Qualifications

College Diploma or 3 years relevant, Customer Service experience preferred





Exceptional written and oral communication

Demonstrated exceptional performance and experience in inbound/outbound interactions – telephone, email, letters, socialmediaand chats.

Proficientin website navigation and troubleshooting with donors over the phone, email, webchatand social media.

Discerning inunderstanding and distinguishing between the different written tones of emails, letters, webchatsand social media.

Thriveswell under pressure.

Demonstrates a personal commitment to the work of World vision Canada.

Telemarking experience

Readilyprovides prayer support, whenappropriate.

Personable, flexible,approachableand coachable.

Emotionally mature in taking full ownership of individual performance and professional behavior, being keenly self-aware.

Exemplifies Christ-centered behavior towards others and inspires such character in others.

Collaborative, thoughtful, ever-learning, and contributes to a spirit of innovation and creativity.

Why Consider Us?

Our competitive compensation & benefits include:

Health Spending Account

Up to 6% matched pension contributions

Parental leave top-up

Generous paid vacation, sick days, wellness and personal days

Office closed extra days before long weekends (6x/year)

World Vision Canada has consistently been awarded Canada and GTA top employer awards.

We are Canada’s largest development, relief, and advocacy non-profit organization.

We embody an Agile mindset here.

This isacurrentvacancy that we are actively recruiting for. The salary rangerepresentsthe expected compensation for this role and is providedin accordance withOntario’s pay transparency requirements under the Employment Standards Act.

Placement within the range will bedeterminedbased onrelevant skills, experience, qualifications, and internal equity. The final offer will reflect the successful candidate’s background anddemonstratedcapabilities.

We bring life-saving support in times of disaster. We help poor communities to take charge of their futures. We provide small loans and training that boost family livelihoods. We work with policy makers to change the way the world is run. Our Christian faith teaches us that every child, regardless of gender, faith or race, is a precious gift to the entire world - and that their wellbeing concerns us all. We shall never rest while children suffer in situations that can be changed.

Our Core Values: We are committed to the Poor. We are Christian. We are Stewards. We value People. We are Partners. We are Responsive.

Qualified candidates must be able to demonstrate a commitment to the core values and mission of the World Vision partnership.

World Vision Canada takes our Safeguarding responsibilities seriously and we provide an environment that is secure for our child and adult beneficiaries. We have strong recruitment procedures to make sure the safest and most suitable people work with the children in our programs. We provide our staff and volunteers with ongoing supervision, support and training in their work with child and adult beneficiaries.

World Vision Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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📌 Supporter Care Representative (Ontario)
🏢 World Vision Canada
📍 Ontario