Bilingual Onboarding & Support Manager

Onboarding & Support · Stoney Creek, Ontario
Department Onboarding & Support
Employment Type Full-Time
Minimum Experience Mid-level
Compensation $60,000 - $70,000

Ackroo is an innovative SaaS-based technology Company that is consolidating, simplifying and improving the loyalty marketing, payments and point of sale industry.  We provide innovative marketing, financial and operational solutions to help AutomotiveHospitalityPetroleum, and Retail merchants of all sizes attract, retain, and grow their customers and their revenues with greater ease, speed and insights. Founded in 2012, our organization continues to experience phenomenal growth and thrives on an entrepreneurial spirit, passion, and top-tier talent.  Join Us!!


What We Offer:


  • Competitive Compensation Package
  • 3 Weeks Vacation
  • Enriching Culture
  • Career Growth Opportunities
  • Training and Development


The Opportunity:


We are seeking a highly-motivated Bilingual Onboarding and Support Manager for a permanent full-time position at our Hamilton office. Reporting to the Director of Operations, the Bilingual Onboarding and Support Manager will be working in a multifaceted role, which requires abilities in sales, customer service and support, product documentation, on-boarding and training, as a member of a cross-functional team. You will be collaborating with other groups such as sales, marketing, and product development.


Key Responsibilities:


  • Onboard, train, and install Ackroo Online, Point-of-Sale, and Payment products for new and existing merchants
  • Oversee regular onboarding and deployment activities, triaging deployment work to yourself and other teammates
  • Lead project management and deployment strategies from small, medium to large businesses
  • Lead and supervise Onboarding & Support Specialists, reporting directly to Senior Onboarding & Support Manager
  • Manage, and prioritize deployment tasks and projects by coordinating technology vendors, merchants, and other parties to see the project to completion
  • Carry out 1st-line technical support by phone and email, based on product knowledge and provide refresher training on software utilization as needed
  • Triage sales orders through support channels for small-to-medium-sized merchants
  • Coach clients through Client Success strategy to see positive ROI with the Ackroo products and services, identify upsell opportunities and convert inbound inquiries to sales leads
  • Take ownership of customer issues, troubleshoot and see problems through to resolution
  • Define and follow support and on-boarding workflows and automation processes
  • Escalate product issues to Engineering team
  • Work with internal teams to obtain an in-depth understanding of our products and provide them with pre-sales support
  • Identify and document product defects and feature requests
  • Write documentation (English and French) identifying frequently asked questions and technical/instructional articles

Required Skills/Qualifications:


  • Excellent communication skills, both written and verbal
  • Previous experience managing small teams
  • Strong problem-solving and project management skills and attention to detail
  • Strong customer support skills
  • Experience in sales and building customer relationships
  • Ability to work in a cross-functional team and multi-task across multiple projects and support inquiries
  • Intermediate experience with Microsoft Office tools (Word, Excel, Powerpoint)

Experience with any of the following would be considered an asset:


  • Outbound sales experience
  • Experience in a client success role, with onboarding, cross selling, and retention/churn reduction knowledge
  • Familiarity with Zendesk, or equivalent customer service and support ticket system
  • Familiarity with Jira, Confluence, or equivalent defect tracking/project management tools
  • Familiarity with Google Cloud Logs, Big Query, XML and JSON logs.
  • Familiarity with Salesforce, or equivalent sales and business CRM tools
  • Familiarity with technical writing and product specification
  • Familiarity with SQL queries, relational databases, scripting, Unix commands, and comfortable with technology in general
  • Familiarity with delivering webinar presentations for training purposes



  • Bilingual English/French Required



  • Base - $60,000 - $70,000
  • Immediate health and dental benefits
  • Stock Options


Ackroo is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender, identity, sexual orientation, age, immigration status, disability, or other applicable legally protected characteristics to apply. If you need accommodations during the recruitment process, please advise our Talent Acquisition team.


We thank all candidates for submitting their applications, but due to the high volume of applicants, we will only be contacting candidates who are selected to move forward in the next step of the recruitment process.

Thank You

Your application was submitted successfully.

  • Location
    Stoney Creek, Ontario
  • Department
    Onboarding & Support
  • Employment Type
  • Minimum Experience
  • Compensation
    $60,000 - $70,000