At CanadaHelps we believe in the power of generosity - not just for those who receive it, but for everyone it touches. Every act of generosity sparks connection, inspires change, and brings people together. This is an opportunity to join something bigger: a movement that fuels progress, strengthens communities, and reminds us of what’s possible when we come together.
We are a dedicated team of entrepreneurial-minded peers who believe in a world where everyone can thrive. We offer a flexible, inclusive environment built on growth, ambition, and shared success.
CanadaHelps provides the most comprehensive and flexible range of giving solutions for donating to any charity in Canada, and we partner with charities of all sizes to ensure they have the tools they need to achieve their goals.
About the role:
We are looking for a full-time Instructional Designer & Writer. This role is responsible for customer-facing documentation, knowledge, training, and enablement for the CanadaHelps platform, including Ensemble*.
The role ensures that internal teams and charity administrators have access to accurate, current, and actionable information through well-managed documentation, training programs, AI knowledge, and self-service resources that support successful platform adoption.
This is a 12 month contract role (Maternity leave). This position is remote but may require to be in-office in Toronto for team collaborations.
The annual salary range for this role is $65,000 - $75,000. Where an offer falls within this range is determined through the interview process. Candidates are benchmarked by the hiring team based on role scope, relevant experience, skill alignment, and expected impact, using consistent and objective criteria.
*CanadaHelps Ensemble (CHE) is a management system made by CanadaHelps, to help charities more efficiently manage donations, donor profiles, tax receipting, reports, and more.
Responsibilities:
CHE Knowledge Ownership (Customer-Facing)
- Own and maintain all customer-facing CHE documentation, ensuring content reflects current product capabilities, limitations, and workflows.
- Support charity administrators via email and occasional phone calls, guiding them on CHE use, efficiency, and line with current (and future) platform capabilities.
- Regularly audit and update knowledge base articles as CHE features evolve.
- Ensure clarity, accuracy, and usability of CHE help content for charities and internal teams.
- Act as the escalation point for CHE knowledge gaps or inconsistencies identified by Support or Product.
Knowledge Management & Governance
- Partner with the Content Enablement Partner (Internal & External) to ensure the ongoing maintenance, review, and continuous improvement of Knowledge Base content.
- Develop, organize, and standardize Knowledge Base articles, job aids, process documentation, and reference materials to improve consistency, usability, and ease of access.
- Partner with subject matter experts and cross-functional stakeholders to identify knowledge gaps, validate content accuracy, and implement updates resulting from business, process, system, or product changes.
- Monitor Knowledge Base usage, search trends, feedback, and performance metrics to identify opportunities for continuous improvement.
- Establish and maintain Knowledge Base governance practices, including content ownership, review cadences, version control, quality standards, and publishing processes across departments.
- Ensure documentation remains accurate, current, and aligned with operational processes, policies, and organizational standards.
Training & Enablement
- Design and deliver CHE training for customer-facing teams (Support, Account Development, Customer Success).
- Create scalable training materials (guides, walkthroughs, demos, release notes).
- Partner with Product to translate feature changes into clear training and documentation updates.
- Support onboarding and refresh training to ensure consistent CHE usage across teams.
Genie Chatbot Training & Content Readiness
- Train and maintain Genie chatbot knowledge related to CHE, including:
- Supported actions
- Known limitations
- Correct escalation paths
- Validate chatbot responses against live CHE behavior to prevent misinformation.
- Partner with technical teams to flag gaps where chatbot guidance does not align with CHE functionality.
- Ensure AI responses reflect current, approved CHE workflows.
Adoption & Feedback Loops
- Monitor CHE adoption signals surfaced through Support interactions and training sessions.
- Collect and synthesize feedback from charities and internal teams on CHE usability and comprehension.
- Surface recurring friction points to Product and CX leaders with clear recommendations.
- Support targeted enablement efforts where CHE usage or understanding is low.
Cross-Functional Collaboration
- Work closely with Product, Support, CX, Data, and the Content Enablement Partner to ensure CHE knowledge remains accurate and actionable.
- Act as a bridge between technical changes and customer-understandable guidance.
- Ensure documentation, training, and chatbot updates are coordinated and delivered in a timely manner.
Other Responsibilities
- Perform other duties and projects as assigned in support of operational priorities and continuous improvement initiatives.
What you bring:
- Minimum of 2–3 years of experience in a training, instructional design, client services, or operations role within a tech, SaaS, or nonprofit-focused organization
- Strong ability to translate technical product knowledge into accessible learning for cross-functional teams
- Exceptional communication skills, both verbal and written, with a clear instructional style
- Proven experience working with tools such as Google Workspace, Microsoft Office, and learning management systems; familiarity with Jira and CRM platforms is an asset
- Strong organizational and multitasking abilities with a keen attention to detail
- Demonstrated ability to work independently while managing cross-team collaboration
Things that would be strong assets in this role
- Experience working with charity or nonprofit partners
- Familiarity with API-based product environments
- Innovative approach to training design and team enablement
- Bilingualism (English and French) considered a strong asset
We believe in everyone
At CanadaHelps, we commit to pursuing deliberate efforts to ensure that our company is a place where differences are welcomed, different perspectives are respectfully heard and where every individual feels a sense of belonging and inclusion. We know that by creating a vibrant climate of inclusiveness, we can more effectively advance our collective capabilities.
AI in Recruitment :
CanadaHelps does not use AI-enabled tools to screen, assess, rank, or select candidates in our recruitment process. Our hiring teams make all hiring decisions. AI tools may be used solely to assist with note-taking during interviews, allowing our team to focus on the conversation. These tools do not make or influence hiring decisions.
