A.K.A. New Media Inc Logo

A.K.A. New Media Inc

Manager, Client Support

Job Posted 25 Days Ago Reposted 25 Days Ago
Remote
Hiring Remotely in Toronto, ON
Mid level
Remote
Hiring Remotely in Toronto, ON
Mid level
The Manager of Client Support leads a team to provide technical support, analyzes client data, and collaborates with internal teams to enhance customer satisfaction.
The summary above was generated by AI

Company 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

Work Environment

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.

Hiring Process

If you bring some of the above skills to the table and are still developing in others, please apply with us anyway!

Only shortlisted candidates will be contacted. Please no recruitment agencies.

A.K.A. New Media Inc Toronto, Ontario, CAN Office

2738 Dundas St W, Toronto, Ontario, Canada, M6P 1Y3

Similar Jobs

Yesterday
Easy Apply
Remote
Hybrid
Canada
Easy Apply
Senior level
Senior level
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
As a Strategic Customer Success Manager, you will drive customer success through collaboration, problem-solving, and relationship building with complex clients, focusing on leveraging IoT solutions effectively and ensuring long-term satisfaction and growth.
Top Skills: Iot PlatformTechnical Products
Yesterday
Easy Apply
Remote
Hybrid
Canada
Easy Apply
Senior level
Senior level
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
As a Strategic Implementation Consultant at Samsara, you'll guide enterprise customers in adopting IoT solutions, managing deployments, and ensuring value throughout their lifecycle while collaborating with cross-functional teams.
Top Skills: Iot
Yesterday
Easy Apply
Remote
Hybrid
Canada
Easy Apply
Mid level
Mid level
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Customer Success Managers help top customers optimize Samsara's IoT platform, fostering relationships, solving problems, and ensuring operational efficiency.
Top Skills: IotSaaS

What you need to know about the Toronto Tech Scene

Although home to some of the biggest names in tech, including Google, Microsoft and Amazon, Toronto has established itself as one of the largest startup ecosystems in the world. And with over 2,000 startups — more than 30 percent of the country's total startups — Toronto continues to attract new businesses. Be it helping entrepreneurs manage their finances, simplifying business operations by automating payroll or assisting pharmaceutical companies in launching new drugs, the city's tech scene is just getting started.
By clicking Apply you agree to share your profile information with the hiring company.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account