Client Support Manager

Position Overview

We are seeking a customer-focused Client Support Manager to lead our support operations and deliver an outstanding client experience. This role is responsible for managing support activities, leading a high-performing team, resolving escalations, and improving processes that enhance client satisfaction and operational efficiency.

Key Responsibilities

• Lead, coach, and develop the client support team while establishing service standards and performance expectations.

• Oversee daily support operations, ensuring client requests are handled efficiently and within service-level expectations.

• Act as the escalation point for complex client issues and ensure timely, effective resolutions.

• Build strong client relationships by understanding needs, addressing concerns, and promoting a positive support experience.

• Monitor support metrics including response times, resolution rates, client satisfaction, and team performance.

• Identify recurring issues and collaborate with internal teams to improve products, services, and processes.

• Create and maintain support procedures, documentation, knowledge resources, and best practices.

• Gather client feedback and communicate insights to leadership and cross-functional teams.

• Promote accountability, collaboration, and a client-first culture.

Qualifications

• 5+ years of experience in client support, customer success, customer service, or a related field.

• 2+ years of experience managing or leading a client-facing support team.

• Experience handling escalated client concerns and complex service issues.

• Strong communication, leadership, organization, and problem-solving skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience with CRM, ticketing, or support management platforms.

• Strong analytical skills with the ability to use data to improve performance.

• Bachelor’s degree in Business, Communications, Operations, or a related field preferred.