Support Coordinator

Your role, in a nutshell

Your main goal as a Support Coordinator 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.

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.

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.

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.

The Product

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.

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.

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.

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.  Learn more

The Job

• Compensation: $28/h
• Location: Part-time
  
  

Primary Responsibilities:

• Serve as the primary point of contact for customer support, ensuring inquiries are addressed promptly and professionally.
• Develop positive customer relationships through onboarding, training, regular follow-up, and proactive support.
• Help customers successfully adopt and use the platform, ensuring they feel confident and well-supported.
• Coordinate customer migrations to Tilma, including scheduling, communication, progress tracking, and project coordination.
• Keep customers informed on issues, requests, project timelines, and key milestones.
• 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.
• Contribute to customer retention and customer satisfaction by helping ensure a positive experience with Tilma.

Required Qualifications

• Canadian citizen or permanent resident.
• Strong written and verbal communication skills.
• Highly organized and detail-oriented.
• Comfortable managing multiple projects and priorities simultaneously.
• Strong customer service mindset and ability to build relationships.
• Confident using software tools and learning new technology.
• Able to work independently and follow through on commitments.
• Professional, friendly, and empathetic in customer interactions.

Ideal Qualifications

• Previous experience in customer support, customer success, account management, project coordination, or operations.
• Experience working with SaaS or technology products.
• Familiarity with website platforms, content management systems, or digital products.
• Experience managing projects and coordinating multiple stakeholders.
• Experience working with churches, nonprofits, or mission-driven organizations.

Some other things you can expect during your time at Glass Canvas

• A fun, collaborative work environment.
• Meaningful work serving churches and ministries.
• Opportunities to shape and improve how we support our customers.
• A lot of espresso...