Product-Driven Senior Support Manager (Contract to FT)

Kalamuna; Toronto; On-site; CAD 90,000 - 120,000; Part time

Benefits offered by this job

Health insurance

Paid holidays

PTO

Bereavement leave

Parental leave

Learning & travel stipend

Equipment fund

Retirement plan

Job summary

Kalamuna in Toronto is seeking a Senior Support Manager who will treat our support practice as a product, proactively shaping the offering and rallying the team to meet client priorities. You'll scope and estimate work, run site audits, and coordinate SMEs to deliver—while comfortable updating Drupal and WordPress content yourself.

This role emphasizes building client trust, timely delivery, and accountable communication with clients and internal teams, reporting to the Director of Projects.

Qualifications

• Exceptional written and verbal communication skills with the ability to build trust and manage expectations.
• Demonstrated ability to identify opportunities for continuous improvement and proactively recommend ideas.
• Strong critical thinking with independent prioritization and sound judgment.
• Translate client requests into actionable development tickets and revise estimates with the team.
• Comfortable navigating Drupal and WordPress interfaces to troubleshoot and support clients.

Responsibilities

• Build and shape the support program with a product mindset and proactive client analysis.
• Partner on growth and renewals, identifying needs and driving new work with the client relationship manager.
• Run support delivery: prioritize tickets in Jira and coordinate team resources.
• Provide support leadership: stay updated on tech changes and guide QA and deployments.
• Support the team and clients: train, document, and ensure consistent communication.

Skills

Drupal

WordPress

Jira

Agile methodologies

Client relationship management

Strategic thinking

Tools

New Relic

Sentry

Pingdom

Job description

Kalamuna in Toronto is seeking a Senior Support Manager who will treat our support practice as a product, proactively shaping the offering and rallying the team to meet client priorities. You'll scope and estimate work, run site audits, and coordinate SMEs to deliver—while comfortable updating Drupal and WordPress content yourself.

This role emphasizes building client trust, timely delivery, and accountable communication with clients and internal teams, reporting to the Director of Projects.