Manager, Client Support

A.K.A New Media; Toronto; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary

Training and mentorship

Comprehensive benefits package

Advancement opportunities

Healthy and diverse culture

Job summary

A.K.A. New Media located in Toronto, Ontario is seeking a Manager of Client Support to enhance their technical support function. This role involves leading support initiatives, advocating for users, and improving support quality through analysis.

The ideal candidate will possess strong leadership skills and excellent communication abilities, ready to thrive in a dynamic environment. The position promises a competitive salary, benefits, and growth opportunities while offering the flexibility of hybrid work.

Qualifications

• Experience in nurturing technical support functions.
• Ability to convey complex technical concepts clearly.
• Proactive mindset with strong analytical skills.

Responsibilities

• Build the support function through management projects.
• Provide efficient tier 1 and tier 2 support.
• Analyze data to prevent future client issues.
• Foster a high-performance team culture.

Skills

Adaptability and flexibility

Leadership and team development

Excellent communication skills

Interpersonal skills

Analytical and problem-solving skills

Job description

A.K.A. New Media Inc (A.K.A.) is a rapidly growing company purpose-built for the not-for-profit sector. Our SaaS solution raisin® supports fundraising efforts of over 300 important causes solving critical challenges, including mental health, animal welfare, food security, curing disease and international development.

Job Description

As the Manager of Client Support, you will help grow and nurture our technical support function. The person who steps into this role will leverage customer-facing experiences and be responsible for researching and implementing solutions to prevent or mitigate client issues through proactive support and monitoring. Partnering with other teams like Sales, CX, Product and Development to provide our clients with the highest level of support and subject matter expertise.

What you’ll do:

• Help build the support function through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements.
• Provide efficient and timely tier 1 and tier 2 support for all raisin® users.
• Be an advocate for raisin® users and champion their needs internally.
• Analyze data for ways to prevent future tickets/issues and review user feedback to build quality support programs.
• Foster a culture of collaboration, high performance and continuous learning.
• Serve as an escalation point for client and team issues, resolving with other internal teams as necessary.

Qualifications

What you’ll bring:

• Adaptability and flexibility in a fast-paced and evolving landscape.
• Proven ability to lead, motivate and develop high-performing teams.
• Excellent verbal and written communication skills, with the ability to convey complex technical concepts clearly and concisely.
• Strong interpersonal skills, including active listening, empathy, and relationship-building capabilities.
• Proactive mindset with strong analytical and problem-solving skills to help clients get the best results for their charities.

Additional Information

Our Commitment to You

• A competitive base salary with salary increases based on performance
• Training, coaching and mentorship
• Advancement opportunities across the organization
• Healthy & diverse culture with a commitment to fun, friendship, and community
• Comprehensive benefits package including medical, dental, and vision coverage

Our organization follows a hybrid work structure, allowing the flexibility to work from home or in our beautifully renovated office in the heart of the Junction area.