Technical and Client Support Manager

Technical and Client Support Manager Pacific School of Religion

• 4.5 Berkeley, CA Job Details Full-time $85,000
• $95,000 a year 1 day ago Qualifications Client onboarding Non-profit experience Procedural guides Learning technology Technical documentation Faculty collaboration Curriculum development Data reporting English Mid-level Project management Quality assurance Post-sales client support Bachelor's degree Continuous improvement Data quality monitoring Developing new training programs Instructional materials development Systems & applications support CRM system proficiency LMS SaaS Onboarding process management Communication skills Technical Proficiency Developing technical user guides Full Job Description PSR is seeking a passionate and versatile Technical and Client Support Manager to serve as a primary bridge between Kwaray's technical platform, its institutional clients, faculty, and learners.

This role ensures that courses are successfully built, launched, and completed, while delivering a high-touch, human-centered experience for all stakeholders. This is a hybrid role spanning technical support, customer success, and program delivery. The ideal candidate is equally proficient in troubleshooting a platform issue, coaching a faculty member through course and platform functionality, and supporting a first-time online learner through onboarding and classroom requirements Essential Duties and Responsibilities Technical Support & Quality Assurance (30%) Provide first-line technical support to clients and students. Troubleshoot and fix common platform issues (login, course access, content delivery, integrations, etc.). Perform ongoing quality checks across Kwaray and PSR Collective to identify recurring pain points and contribute to platform improvements. Support data integrity by reporting and fixing discrepancies in user and client data. Act as a liaison between users and the product/engineering team to resolve more complex issues. Maintain internal documentation and FAQs for both clients and learners. Learner Engagement & Support (30%) Provide direct support to learners, including onboarding, troubleshooting, and ensuring smooth learning experiences throughout course completion. Develop user-facing resources such as "how-to" guides, quick-start PDFs, and onboarding materials. Assist with onboarding, including account setup, navigation, and participation expectations. Monitor learner engagement and proactively intervene to improve retention and completion rates. Support learners who may be technically inexperienced or navigating vulnerable life circumstances. Build welcoming, inclusive, and supportive relationships with learners, including follow-ups with graduates to encourage continued engagement. Manage bulk purchase user onboarding and serve as primary point of contact after sales handoff. Client Success & Onboarding (40%) Lead client kickoff calls, technical training sessions, and onboarding to ensure smooth adoption of Kwaray. Translate technical platform capabilities into clear, accessible guidance for nontechnical users. Maintain regular check-ins with institutional clients to provide ongoing support and resolve challenges. Collaborate with internal teams (content, operations, technology) to deliver on client needs and initiatives. Develop onboarding materials, walkthroughs, and training sessions tailored to varying levels of technical fluency, including videos, manuals, and a robust client knowledge base. Serve as a trusted advisor to clients, aligning course design with learner outcomes and platform best practices. Support continuous improvement of processes, tools, and client workflows. Gather feedback and surface insights to improve both the platform and client experience. Represent Kwaray's mission and values in all interactions. Required Job Qualifications Education and Experience Requirement(s): 5-7+ years in technical support, client management, program management, or similar roles. Bachelor's Degree or equivalent experience Strong background with LMS, CRM, or SaaS platforms (HubSpot experience is a plus). Hands-on experience providing technical support and troubleshooting for digital platforms. Experience designing onboarding processes, training materials, and knowledge bases. Demonstrated track record in user engagement and retention for digital learning platforms.

Skills & Competencies:

Strong technical acumen; comfortable troubleshooting both user-facing and back-end issues (e.g. browsers, LMS quirks, integrations, data analysis). Excellent project management skills; able to coordinate across functions and manage multiple priorities. Demonstrated ability to navigate, improve and/or build digital platforms, LMS systems, or SaaS tools. Demonstrated ability to translate technical concepts for nontechnical audiences. Exceptional written and verbal communication; empathetic and customer-centered mindset. Proactive, adaptable, and comfortable working in a fast-paced, evolving environment.

Preferred Qualifications:

Experience in nonprofit, higher education, seminaries, faith-based organizations, or community-based learning, including familiarity with progressive faith traditions. Direct experience with HubSpot CRM and LMS platforms. Familiarity with online learning design or instructional design principles. Experience working with vulnerable or underserved communities. Comfort working in early-stage or evolving environments with ambiguity. Passion for education, digital learning, and building strong communities of practice.

Physical Requirements:

Vision

• Close vision, distance vision, depth perception and ability to adjust focus. Hearing
• Ability to hear verbal communications, to carry on telephone conversations, and hear co-workers. Clear Speech
• Ability to communicate clearly in English to others as essential part of job function. Manual Dexterity and Grasping
• Good motor skills needed to work with various equipment and use computer keyboard, office equipment. Regular Attendance
• Required to manage day-to-day operations.

Salary:

$85,000

• $95,000