Technical and Client Support Manager in Berkeley

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.

• 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.

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.