Manager, Customer Support Team

*This role can be done remotely from anywhere in Canada, with a preference for EST-based candidates*

Were looking for an experienced Manager, Customer Support Team

to lead and inspire our Customer Success Advocates (CSAs) as we continue to grow and empower our nonprofit customers. This role is critical to ensuring our customers achieve success with Traction Recs products through exceptional technical support, operational guidance, and best practice recommendations.

As a technical leader, you will develop and mentor a high-performing technical team utilizing your deep understanding of Salesforce architecture and hands-on problem-solving skills. To excel in this role, youll need a strong background in B2B SaaS customer support, excellent customer relationship management skills, and the ability to collaborate with cross-functional teams to deliver world-class service.

Who we are

At Traction Rec, community is at the heart of everything we do. We empower nonprofit organizations like YMCAs, Jewish Community Centers (JCCs), and Boys & Girls Clubs of America (BGCA) to strengthen their communities through great technology built on the Salesforce platform. By enabling these organizations to deliver their services more efficiently, we help them focus on creating meaningful connections and driving positive change where it matters most.

We believe that business is a powerful force for good. As part of this belief, weve committed to thePledge 1% for the Planet, dedicating 1% of our time, product, profit, or equity to supporting environmental and community causes. This commitment reflects our dedication to creating a positive impact that extends beyond technology.

Our passion for community and innovation has earned us recognition, including:

• Salesforce Nonprofit Sales Partner of the Year and ISV Partner of the Year
• Globe & Mail's Top Growing Companies of 2024
• Deloitte's Technology Fast 50 winner
• Deloitte's Technology Fast 500 winner

At Traction Rec, we live our values:Community, Authenticity, Impact, Fun, and Growth.As a Living Wage Certified employer in British Columbia, we are dedicated to supporting not just the communities we serve but also the people who make it all happenour team.

If youre passionate about making a difference and want to join a company that puts community first, wed love to have you on this journey with us. Together, lets create stronger, healthier, and more connected communities.

Skills

Traction Rec'rs come from a variety of backgrounds, and we are eager to find people that are from diverse backgrounds. Typically, we find that people are successful in this role when they have:

• 5 years of experience in B2B customer support, preferably in the technology sector, with a focus on SaaS products
• 2 years experience leading a team, including coaching, developing, and managing performance.
• Salesforce Administrator experience with a solid understanding of Salesforce architecture and the ability to quickly learn and adapt to new technologies.
• Strong interpersonal skills, including clear written and verbal communication with a customer-focused approach
• Strong collaboration and team building skills, with the ability to work effectively across different levels and roles within an organization.
• Experience with recruiting, hiring, onboarding, and training team members
• Bonus points if:
  • Youve worked in nonprofit, community centers.
  • You've worked in the Salesforce ecosystem.
  • Youre a results oriented person who likes to roll up their sleeves to get things done.
  • Youre energized by a fast-paced environment.
  • Youre confined only by your imagination, not your job description.
    

What You Will Be Doing

• Lead with Technical Expertise
  • Understand Traction Recs products and leverage your technical knowledge to guide and assist the team in resolving customer inquiries effectively.
  • Escalate complex issues to internal developers and work with external vendors, when necessary, ensuring timely resolution of problems.
  • Work with the Product team to share customer needs, report bugs, and provide insights into potential improvements based on support trends and feedback.
  • Manage internal process documentation and maintain an external-facing knowledge base to support efficient and consistent operations.
• Manage and Develop the Team
  • Support and develop your team by providing regular feedback through 1-on-1s, performance reviews, and coaching sessions.
  • Foster technical and creative problem-solving skills within the team, creating growth opportunities aligned with individual interests and business objectives.
  • Recruit, onboard, and train new team members, ensuring they are equipped with the tools and knowledge to succeed.
  • Monitor and manage monthly and quarterly team KPIs, using performance data to drive continuous improvement.
• Ensure Excellent Customer Support
  • Oversee the performance of Customer Success Advocates (CSAs), ensuring professional support delivery within standard SLA agreements.
  • Support customer organizations, including System Administrators, Leadership (up to C-suite level), and Finance teams, by addressing their needs effectively.
  • Support customer upgrade requests by coordinating team availability and ensuring smooth transitions to new releases.
  • Identify and address resourcing issues, such as outliers in support allocations, to maintain balanced workloads.
  • Proactively identify customer impacting issues and engage with cross-functional teams to address.

Compensation

At Traction Rec, we are committed to a fair, market-based and equitable compensation structure. Our market data is refreshed on an annual basis to reflect the most current market conditions.

The starting salary band for this role is $95,000-$105,000. Starting salaries will vary within this range based on experience, skill level, and internal equity related to the role.

Please note that the range details above reflect the base pay only and do not include our competitive bonus program and benefits that we offer.

If youre interested, so are we! Send your resume our way, and let's chat.

At Traction Rec, we believe that diversity and inclusion are essential to our success. We are committed to building a team that reflects the diversity of the communities we serve, and we actively seek and welcome candidates from all backgrounds. Our hiring process is designed to be fair, welcoming, and respectful to all candidates, regardless of race, ethnicity, religion, gender, sexual orientation, age, ability, or any other characteristic protected by law. We believe that diversity brings unique perspectives and experiences that can enhance our team and drive innovation, and we are committed to providing equal opportunity and support to all candidates. We encourage everyone to bring their authentic selves to the interview process and join us in building a diverse and inclusive culture at Traction Rec.

Dont meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Please note that employment is contingent on the successful completion of background and reference checks.