Manager, Client Support - Toronto, Canada - AKA Media

AKA Media
AKA Media
Verified Company
Toronto, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description

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.


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.

What you'll bring:


  • Adaptability and flexibility in a fastpaced and evolving landscape.
  • Proven ability to lead, motivate and develop highperforming 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 relationshipbuilding capabilities.
  • Proactive mindset with strong analytical and problemsolving 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
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