Manager, Client Support

Job Summary

As a Manager of Client Support, you will oversee specific Client Support Team Leads and Subject Matter Expert teams, ensuring that the client experience delivered by your team meets high standards as evaluated by a scorecard. You will coordinate daily team operations to guarantee customer needs are met promptly and effectively.

Key Responsibilities

• Assess and adjust team size and inbound/outbound associate workload according to call volume forecasts.
• Lead, guide, and mentor Team Leads and Client Support Technical Leads through regular meetings.
• Monitor and coach leads on their performance using defined KPIs and goals.
• Collaborate with the Salesforce administration team to enhance workflows and processes.
• Ensure accountability for task queues and follow up on backlog cases until they are resolved, including VIP and escalation issues.
• Manage escalated client calls to maintain high client satisfaction and retention.

Qualifications

• Strong written and verbal communication abilities.
• Proven capability in mentoring and motivating team members.
• Adeptness at adapting to change and providing stability within a dynamic environment.
• Ability to collaborate effectively within a team and work towards shared objectives.
• Excellent communication skills across all organizational levels.
• Willingness and ability to travel domestically and/or internationally up to 10%.

Education and Experience

• At least 8 years of professional work experience.
• 2 to 3 years in a leadership position.
• Minimum of 4 years experience in customer service, preferably in a call center setting.
• Bachelor’s degree or equivalent professional experience required.

Physical Requirements

• Frequently sitting in a stationary position at a desk.
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs.
• Occasional twisting and reaching movements.
• Occasional lifting, pulling, or pushing.