Support Coordinator

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    "description": "<p><span style=\"font-size: 14pt; font-weight: bold\">Your role, in a nutshell</span></p>\n<p><span style=\"font-size: 10pt\">Your main goal as a </span><span style=\"font-size: 10pt; font-weight: bold\">Support Coordinator</span><span style=\"font-size: 10pt\"> is to ensure our customers have a smooth, positive experience using Tilma. You will be the primary point of contact for customer communication, managing incoming requests, coordinating support needs, and helping clients successfully adopt and use the platform.</span></p>\n<p><span style=\"font-size: 10pt\">This role sits at the intersection of customer support, project coordination, and customer success. You'll manage the support queue, communicate with clients about issues and requests, coordinate with our engineering team when technical work is required, and help ensure customers feel heard, informed, and supported.</span></p>\n<p><span style=\"font-size: 10pt\">A significant focus over the next year will be helping customers migrate from legacy products to our newer platform. Each migration follows a process that requires ongoing coordination between customers, technicians, reviewers, and engineers. You'll help keep projects moving by assigning work, tracking progress, coordinating reviews, communicating next steps, resolving issues, and ensuring launches happen smoothly and on schedule.</span></p>\n<p><span style=\"font-size: 10pt\">Success in this role means that customers receive timely responses, support requests don't fall through the cracks, migration projects move efficiently from planning to launch, and clients remain confident that Glass Canvas is helping them succeed.<br><br></span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 14pt; font-weight: bold\">The Product</span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Our team started years ago with a vision of bringing beauty and innovation back to how we communicate the Gospel. For many years we operated as an agency, working with faith-based nonprofits to unlock ministry potential through marketing, strategy, branding, and digital tools. Over the past few years, we've seen a growing need from our clients, specifically in the Catholic Church, to better communicate and engage their audience online.</span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">In response to this need, we've developed Tilma, a digital platform built for dioceses, parishes, and Catholic organizations to help them communicate more effectively, streamline operations, and engage their communities online.</span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">While software is one of the ways we serve our clients, Glass Canvas remains focused on helping churches, ministries, and faith-based organizations thrive. We do this through a combination of consulting, strategy, creative services, and digital tools designed to support their mission.</span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-size: 10pt\">Tilma is one expression of that mission: a platform built to help ministry leaders spend less time wrestling with technology and more time serving their communities. </span><a href=\"https://www.glasscanvas.io/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-size: 10pt\"> Learn more</span></a><br><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">The Job</span></p>\n<ul>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Contract Type: </span><span style=\"font-size: 10pt\">Part-Time</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Compensation: </span><span style=\"font-size: 10pt\">$28/hr</span></li>\n<li><span style=\"font-size: 10pt; font-weight: bold\">Location: </span><span style=\"font-size: 10pt\">Remote<br></span><br></li>\n</ul>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Primary Responsibilities:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Serve as the primary point of contact for customer support, ensuring inquiries are addressed promptly and professionally.</span></li>\n<li><span style=\"font-size: 10pt\">Develop positive customer relationships through onboarding, training, regular follow-up, and proactive support.</span></li>\n<li><span style=\"font-size: 10pt\">Help customers successfully adopt and use the platform, ensuring they feel confident and well-supported.</span></li>\n<li><span style=\"font-size: 10pt\">Coordinate customer migrations to Tilma, including scheduling, communication, progress tracking, and project coordination.</span></li>\n<li><span style=\"font-size: 10pt\">Keep customers informed on issues, requests, project timelines, and key milestones.</span></li>\n<li><span style=\"font-size: 10pt\">Triage incoming client issues, feature requests, and feedback, gathering context from customers and coordinating with internal teams to ensure requests are clearly understood and addressed efficiently.</span></li>\n<li><span style=\"font-size: 10pt\">Contribute to customer retention and customer satisfaction by helping ensure a positive experience with Tilma.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Required Qualifications</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Canadian citizen or permanent resident.</span></li>\n<li><span style=\"font-size: 10pt\">Strong written and verbal communication skills.</span></li>\n<li><span style=\"font-size: 10pt\">Highly organized and detail-oriented.</span></li>\n<li><span style=\"font-size: 10pt\">Comfortable managing multiple projects and priorities simultaneously.</span></li>\n<li><span style=\"font-size: 10pt\">Strong customer service mindset and ability to build relationships.</span></li>\n<li><span style=\"font-size: 10pt\">Confident using software tools and learning new technology.</span></li>\n<li><span style=\"font-size: 10pt\">Able to work independently and follow through on commitments.</span></li>\n<li><span style=\"font-size: 10pt\">Professional, friendly, and empathetic in customer interactions.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Ideal Qualifications</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Previous experience in customer support, customer success, account management, project coordination, or operations.</span></li>\n<li><span style=\"font-size: 10pt\">Experience working with SaaS or technology products.</span></li>\n<li><span style=\"font-size: 10pt\">Familiarity with website platforms, content management systems, or digital products.</span></li>\n<li><span style=\"font-size: 10pt\">Experience managing projects and coordinating multiple stakeholders.</span></li>\n<li><span style=\"font-size: 10pt\">Experience working with churches, nonprofits, or mission-driven organizations.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Some other things you can expect during your time at Glass Canvas</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">A fun, collaborative work environment.</span></li>\n<li><span style=\"font-size: 10pt\">Meaningful work serving churches and ministries.</span></li>\n<li><span style=\"font-size: 10pt\">Opportunities to shape and improve how we support our customers.</span></li>\n<li><span style=\"font-size: 10pt\">A lot of espresso...</span></li>\n</ul>",
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