Trolley

Senior Technical Support & Success Manager

Halifax, Toronto, or Montreal · Senior

Sponsorship not specifiedDetected 1 day ago

RESTCanvaJiraSalesforceCustomer SuccessCustomer SupportIntercomPostmanAPI TestingCommunicationCollaborationProblem SolvingOrganizational Skills

About the role

As a Senior Technical Customer Success Manager, you will play a critical role in delivering an exceptional customer experience throughout the customer lifecycle.
Working closely with Product, Engineering, Sales, and Customer Success teams, you'll resolve complex technical issues, identify opportunities to improve customer outcomes, and advocate for enhancements that strengthen our platform.
This is an ideal opportunity for someone who enjoys balancing technical problem-solving with consultative customer engagement and is passionate about helping customers succeed.

Deliver Exceptional Customer Experiences
Deliver world-class customer experiences with professionalism, empathy, and a customer-first mindset.
Manage a portfolio of assigned customer accounts, providing proactive guidance, personalized support, and ongoing account management.
Manage a high volume of customer inquiries while consistently meeting or exceeding established service level agreements (SLAs).
Maintain accurate documentation and contribute to internal knowledge sharing.
Drive Continuous Improvement
Lead discussions around customer experience improvements and contribute to operational excellence initiatives across the organization.
Senior Technical Support & Success Manager
Head of Customer Support & Success

Several years of experience in Customer Success, Technical Support, Solutions Engineering, or a similar customer-facing SaaS role.
Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.
Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
Experience within fintech, payments, or financial technology.
Familiarity with REST APIs, JSON, webhooks, API testing tools (such as Postman), and technical troubleshooting methodologies.
Experience analyzing customer usage metrics and driving product adoption.
Experience working cross-functionally with Product, Engineering, and Go-to-Market teams.
Ensure customer issues are followed through to resolution, coordinating effectively with internal teams when escalation is required.

ESOP Program: Meaningful equity and ownership that aligns your success with ours.
Extended healthcare benefits from Day 1.
4 weeks paid vacation per year + public holidays (+ 1 extra vacation day per year of service).
Gym membership allowance.
Help customers optimize their use of Trolley's products through education, onboarding support, and ongoing consultation.
Identify opportunities to improve customer health, satisfaction, retention, and expansion.

Trolley is the payouts platform for the internet economy.
Our mission is to unlock the global economic opportunity of the internet by building a truly borderless payouts ecosystem.
Through our platform and API, Trolley enables businesses to pay people anywhere in the world, supporting creators, on-demand workers, and suppliers at scale.
Companies rely on Trolley as mission-critical infrastructure to automate payouts, collect tax and banking information, and reduce fraud and risk, all in one place.
Today, Trolley is the trusted payouts solution for hundreds of businesses, including Canva, SoundCloud, and Envato.
We've processed millions of payments globally, helping creators, artists, and suppliers get paid quickly, securely, and with confidence.
As we continue to grow, we're looking for a customer-focused technical expert who is passionate about building strong client relationships, solving complex challenges, and helping customers realize the full value of the Trolley platform.
This role can be based in Montréal, Toronto, or Halifax, working in a hybrid environment alongside our collaborative and globally distributed team.
You will combine deep technical product knowledge with strong relationship management skills to support customers, drive product adoption, and act as a trusted advisor for some of our most strategic accounts.
The Opportunity
Build trusted relationships with customers by understanding their business goals and helping them maximize the value of Trolley's platform.

This listing is sourced directly from Trolley's careers page and normalized into a canonical job model.