Job Description

ThoughtExchange is the world\xe2\x80\x99s most trusted engagement and survey platform for leaders who drive change and alignment. We support a diverse range of clients from top school districts across North America to Fortune 500 companies and Public Sector innovators. We\xe2\x80\x99re also winners of Quartz\xe2\x80\x99s Best Companies for Remote Workers and Canada\xe2\x80\x99s Top Growing Companies. Join us on our journey to accelerate change for good through inclusive problem solving!


We are looking for a Customer Support Manager to join our specialized Customer Success team. In this role, you\xe2\x80\x99ll contribute to advancing our customer success experience by providing top-notch support to our customers with their technical problems. The role also manages our Help Site, which includes article creation, curation, and site optimization. This role is ideal for a candidate who is highly collaborative. In a typical week, you\xe2\x80\x99ll be working with the Product to inform the product roadmap based on user feedback, working with our Release team to monitor internal support requests, and partnering with Marketing to create training content.


If you have solid technical capabilities, have a passion for helping customers solve their problems, and enjoy creating compelling customer support content, we want to hear from you!

What You\'ll Do:

• • Provide exceptional support to our customers, helping to mitigate bugs, identify knowledge and/or product gaps, and provide best-practice advice through email and phone
  • Use ticketing software and other internal systems to manage, track all support interactions, and report on trends
  • Manage the Help Site by writing help articles for both internal and customer-facing support
  • Collaborate with our Release, User Experience, and Development teams to identify and track issues to improve our software
  • Partner with the Product team to identify and address product gaps based on user feedback and common support trends
  • Work closely with the Customer Success, training, and Sales team to ensure seamless support to all users
  • Assist the Internal Support team to support staff with product questions and feature enablement requests
  • Partner with the Release team to create internal training content (video and text-based) to launch planned product updates
  • Collaborate with the Marketing team to produce video training content for the Help Site

What We Think Is True About You:

• • Minimum of 5 years experience in a customer support role
  • Experience working with Zendesk or a similar ticketing software platform
  • At least 3 years of experience managing a help site
  • Excellent customer support and communication abilities, both written and verbal skills
  • Exceptional problem-solving skills
  • Good time management and organization skills to prioritize competing projects and tasks and manage ad-hoc, urgent requests
  • Technical experience, which includes basic programming language knowledge (Python, HTML, etc)

Nice to Have:

• • Experience with basic video editing
  • Quantitative and qualitative research experience

$71,500 - $81,000 a year
The hiring range for this role is $71,500-$81,000 CAD. Your specific compensation within this range is determined based on your job-related skills, knowledge, experience, and our internal equity assessment.





If you don\xe2\x80\x99t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out, apply and tell us more about yourself in your application. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.


ThoughtExchange welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time to time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.


What we offer:
ThoughtExchange wants to ensure our people are heard, supported, and cared for\xe2\x80\x94so we invest in our employees. We\'re continuously asking our employees what they need, to ensure we\'re supporting their successes in the workplace, and in life. We are proud to offer our employees the following:


Benefits & Well-Being: From day one, you\xe2\x80\x99ll receive a benefits package focused on health & wellness that includes a generous time off policy, flexible extended benefits plan options and company-wide Mental Health days off scheduled through the year. Our benefits package also includes maternity & parental leave top-up programs and access to Cyno which offers personal & professional support services like career coaching & counselling.


Flexibility: We\xe2\x80\x99ve been remote-first for over 10 years. We\xe2\x80\x99re contribution-focused, and we operate on mutual trust because we need you to feel empowered to be your best self. You know the circumstances you excel\xe2\x80\x94where you work and how you structure your day.


Ownership: In addition to competitive pay and benefits, employees receive share options when joining the company. Additional options are awarded throughout your ThoughtExchange career, based on ongoing contributions to the company.



Culture: We walk the walk when it comes to our product, and we make sure no important decisions are made without including our employees\' perspectives. We value and prioritize everyone\xe2\x80\x99s voice, so we use our anonymous, anti-bias platform to make sure people are comfortable sharing their real thoughts and feedback.


Compensation: We want you to do your best work, and part of that is being happy with your compensation. We pay fairly, taking into account all the complexities of market rates, experience, location, and demand. We believe in pay transparency and pay equity.


Connection: In addition to remote hubs of employees across Canada & the US and offices in Rossland & Vancouver, we get together once a year as a company in some pretty cool locations. We also connect virtually as a company on a monthly basis and celebrate one another in our #kudos Slack channel.


Growth: You\xe2\x80\x99ll have the opportunity to join regular Anti-racism, Diversity, Equity & Inclusion (ADEI) and Learning & Development sessions. You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career.