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Support & Solutions Manager


Salary: CAD$65,000 + benefits

Location: Remote (Canada-based). The role-holder needs to be based in Canada.

Working hours: Monday to Friday, (we’re happy to discuss flexible working hours, this role will need to have some flexibility to overlap with European office hours).

We have written this guide about what to expect if you’re thinking about applying for a job at Substrakt.

Deadline for applications: August 12, 2022


We are looking for a friendly, experienced, and conscientious Support & Solutions Manager to join our Client Services team working across our existing client base with a particular focus on our North American clients.

This person will be responsible for monitoring incoming client requests, providing first responses, triaging issues, scoping requirements and appropriately flagging any time-sensitive or urgent issues to the team.

They will work closely with our clients, ensuring incoming requests are well articulated and understood, and that clients have clarity and visibility over the work being delivered.

They will actively manage all support-related communications with our North American clients and ensure our existing sites are maintained and developed to the same standards and rigour of their initial launch.

They will work collaboratively alongside our Support Manager to ensure clients are kept up to date on progress, high priority issues are dealt with in a timely manner and assist the team in prioritising their work. They will also assist with providing self-service support tools via the maintenance and development of the Knowledge base and training resources.

They will work closely with our Technical Lead and Solutions Analysts, ensuring the team is conducting appropriate QA and that clients understand how to use and make the most of the functionality we deliver.

Why Join Substrakt?

At Substrakt we believe that arts and culture enriches lives and brings society together. We want to ensure that amazing cultural experiences can be enjoyed as widely as possible by harnessing the power of digital technology.

Substrakt creates digital solutions for cultural organisations. The types of organisations we work with include theatres, performing arts centres, music venues, museums, galleries, and performance groups in Europe and North America.

We work with some of the most exciting and interesting cultural organisations in the world including the National Theatre, Shakespeare’s Globe, Santa Fe Opera, Royal Court Theatre, American Repertory Theater, Bridge Theatre, Malmö Live and Malmö Opera amongst many others. Read more about the work we do, and the people we work with.

We also provide consultancy services and training on analytics, digital strategy, ticketing, project management and digital community events.

By supporting organisations with their digital needs, we enable them to reach new and wider audiences so that arts and culture can be accessed and enjoyed by everyone.

The ideal person:

  • thrives being at the centre of a busy and fast paced environment where priorities and context switch daily - from scoping a new project with a client or writing documentation to ensuring quick fixes and bugs are identified and resolved quickly
  • has an interest in, and understanding of, web development, web technologies and digital activity and feel comfortable triaging incoming requests
  • enjoys interacting with clients and colleagues to ensure we are always delivering the best, most appropriate solutions
  • is comfortable triaging technical issues, identifying what is a bug and what is user error, creating clear reproduceable steps and issue summaries for our developers to follow
  • can quickly identify dissatisfaction or frustrations with recurring issues and implement suitable solutions (such as specific training opportunities or feedback for the wider team)
  • is not afraid to interrogate proposed solutions and be the “critical friend” when it comes to development ideas from the client base, providing alternative solutions or advice where necessary
  • is a product expert - and care about our clients being product experts too so that they fully utilise all of the tools available
  • always champions the client and put them at the heart of the work we do in Client Services

Some (or all) of the following knowledge and experience would also be helpful...

  • Experience of using support desk products such as Zendesk, Freshdesk, etc (we use Freshdesk)
  • Experience in a client-facing role and/or the ability to clearly communicate complex issues and proposed solutions
  • Experience of accurately estimating work (and understanding when and why estimates will be less accurate) and monitoring progress internally against the original estimates
  • Experience prioritising issues and managing conflicting, changeable timelines
  • Experience in training clients with a range of technical or digital skills and can quickly identify training needs and knowledge gaps
  • Experience in testing or QA

Life at Substrakt

At Substrakt we believe that work should be an enjoyable part of life and we put effort and resources into making this a reality for our team.

We have a friendly and supportive culture that enables our team to do their best work and develop their skills, we value curiosity, compassion and respect. We are selective about the clients we work with, so that we build rewarding relationships and work on exciting projects. When we say that we work with people we like, on projects we love we really mean it.

We invest in our employees and provide opportunities for them to grow. This includes formal training, going to industry conferences, and regular informal knowledge-sharing sessions such as our weekly demo and drink, and monthly Substrakt Sessions.

We have a great set of benefits as standard:

  • Fully flexible working patterns, agreed in advance and available from day 1, including part-time hours, condensed hours, flexible start and end times and 100% remote working. We’ll discuss this with you upfront, so you can feel comfortable knowing a role at Substrakt will give you the work life balance you want.
  • 25 days annual leave (plus public holidays) and no fixed holiday dates, so you can use your leave when it suits you. Plus, your holiday will increase by a day for every two years you are part of the team.
  • Enhanced maternity, paternity and adoption leave policies.
  • Health and dental plan.
  • Annual profit share scheme.
  • Annual allowance of $650 to spend on books, courses, conferences and training – anything that helps you build skills to thrive in your role – and 6 days off per year for you to focus exclusively on your professional development.
  • Monthly health and wellbeing allowance of $60 to spend on anything that helps you feel your healthiest and best self. This includes anything from hobbies, to the gym, to childcare, talking therapy, a donation to a cause you care about, entertainment, or a nice meal out!
  • Free weekly yoga classes
  • Free weekly Distrakt sessions where we play games, do quizzes and other things to unwind
  • Regularly bringing the team together for outings to theatres, galleries, historic sites and cultural events through our network of client partners.
  • Quarterly team lunches and a varied selection of optional, relaxed social events.

To apply…

Please contact us on with details of your experience, and an outline of why you think you would be a good fit for this role.

We have written this guide about what to expect if you’re thinking about applying for a job at Substrakt.

Substrakt is an equal opportunities employer and we welcome applications from all suitably qualified people regardless of their ethnicity, gender, disability, religion, sexual orientation or age, read more about our Equity, Diversity and Inclusion vision.

We particularly encourage applications from groups under-represented in the arts and tech sectors.

Deadline for applications: August 12, 2022