Manager, Customer Support Team

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

We’re looking for a Manager, Customer Support Team to join our team and be part of our next stage of growth. Our Manager, Customer Support works with customers to maximize their success with Traction Rec’s products. This is a leadership role managing a team of support representatives (who we call CSAs - Customer Success Advocates) that provides B2B operational support, technical support, and best practices to our customers. In order to support our CSAs and be the next tier of support, you will need to have a deeper level of technical knowledge as well as be client-facing. This role requires a proven background in leadership, B2B SaaS technical support, and partnering with cross functional internal stakeholders to provide excellent customer support.

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, we’ve committed to the Pledge 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 happen—our team.

If you’re passionate about making a difference and want to join a company that puts community first, we’d love to have you on this journey with us. Together, let’s 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
• 2+ years experience leading a team
• Bachelors’ Degree or relevant experience
• Proven technical expertise in Salesforce and the ability to quickly learn and adapt to new technologies 
• Strong interpersonal skills including excellent written and verbal communication skills
• Strong collaboration and team building skills, with ability to work with all levels and roles of an organization effectively
• Ability to coach and lead the performance of team members
• Experience with recruiting, hiring, and onboarding 
• Bonus points if:
  • You’ve worked in nonprofit, community centers.
  • You've worked in the Salesforce ecosystem.
  • You’re a results oriented person who likes to roll up their sleeves to get things done.
  • You’re energized by a fast-paced environment.
  • You’re confined only by your imagination, not your job description.
    

What You Will Be Doing

• Support and develop your team by:
  • providing regular feedback (1 on 1’s, performance reviews, etc)
  • nurturing their technical and creative problem solving skills
  • creating opportunities for further growth that aligns with their interests and our business objectives
• Manage the operations and performance of a team of Customer Success Advocates who are responsible for supporting our customers 
• Support customer organizations including but not limited to System Administrators, Leadership (up to C-suite level), and Finance teams
• Ensure CSAs are providing professional support within standard SLA agreements
• Support the success of strategic accounts through relationship building, proactive success assessments, and communication with Senior Leadership
• Manage customer upgrade requests for new releases and team availability
• Manage monthly and quarterly team KPIs to monitor and improve performance
• Manage internal process documentation and external facing knowledgebase
• Anticipate and support cross functional teams to prevent revenue churn
• Identify outliers in support allocations and solve resourcing issues
• Understand products and escalates issues to internal developers or Salesforce team to resolve problems
• Work with the Product team through regular reporting to share customer needs, bugs, and improvement opportunities.
• Supports the recruitment, onboarding and training of new team members
  

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 and skill level. 

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

If you’re 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.

Don’t 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 you’re excited about this role but your past experience doesn’t 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.