Client Support Manager
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Requirements
• 3+ years of experience managing a support or client success team and driving team performance. • A “customer-first” mentality with a focus on delivering an exceptional client experience. • Experience building successful teams and creating scalable, data-driven support processes. • Experience supporting a technical SaaS product and working closely with Product and Engineering teams to troubleshoot and resolve client issues. • Experience leveraging automation, knowledge management systems, or AI-driven tools to improve support efficiency is strongly preferred. • Comfort evaluating and implementing modern support technologies such as AI chat assistants, knowledge automation, and workflow automation tools. • Strong written and verbal communication skills. • Ability to manage multiple priorities while maintaining strong attention to detail. • Proficient with CRM systems and customer engagement platforms. • Strong time management and prioritization instincts. • The Client Success team is distributed across multiple states, so the ability to work autonomously from home is important.
Responsibilities
• Manage and develop a team of Client Support Specialists, providing coaching, feedback, and guidance to drive strong individual and team performance. • Manage the Support department’s day-to-day operations and work in the support queue when needed. • Develop and maintain operational procedures, workflows, and quality standards to ensure consistent delivery of excellent customer service. • Review and handle escalated client issues from Client Support Specialists. • Track and report on key support metrics related to efficiency, customer satisfaction, quality, and accuracy. • Perform regular audits of client interactions to maintain high support quality standards. • Work closely with Engineering to troubleshoot, investigate, and resolve technical product issues. • Hire and onboard new Client Support Specialists as the team grows. • Collaborate with Sales, Client Success, Product, and Engineering to improve the overall client experience. • Identify opportunities to reduce support demand through knowledge base improvements, self-service tools, and AI-driven automation. • Partner with RevOps to implement AI-enabled support capabilities such as automated responses, knowledge assistants, and workflow automation. • Analyze support trends and client interaction data to identify recurring product issues and opportunities for operational improvement. • Surface product friction points from support interactions and partner with Product and Engineering to prioritize fixes that improve the client experience and reduce future support volume. • Provide support as needed for the Assist product and call center operations. • Some weekend work may be required in the event of emergencies or widespread product issues.