Posted 39 months ago
Manager, Client Support
@ A.K.A New Media
Toronto, Ontario
Overview
A.K.A. New Media is hiring a Manager of Client Support to build and lead its technical support function for raisin®, its SaaS fundraising platform used by over 300 not-for-profit causes. The role covers tier 1 and tier 2 support, proactive issue prevention, team leadership and partnering with Sales, CX, Product and Development. The position is full-time, hybrid, with a competitive base salary and comprehensive benefits.
Responsibilities:
- Build and lead the client support team
- Provide tier 1 and tier 2 support for raisin® users
- Analyze data to prevent future tickets and issues
- Serve as escalation point for client and team issues
Requirements summary:
- Proven ability to lead, motivate and develop teams
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- Adaptability in a fast-paced environment
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · smartrecruiters
- Employer posting date
- 2023-08-09
- First seen by our source
- 2026-10-14
- Source record updated
- 2026-10-14
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Manager |
| Department | Customer service |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Work setting | Office, Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Perks mentioned | Paid training |
Summary and details written by AI from the posting; the employer’s posting is the authority.
A.K.A New Media
| Field | Value |
|---|---|
| Open jobs on Jobsy | 7 |
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.
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