Client Services Manager
About The Position
The Client Services Manager is responsible for overseeing daily business operations to ensure efficiency, productivity, and profitability. This role manages processes, teams, and resources to support company goals and drive continuous improvement. Additionally, this individual is responsible for leading a team to deliver exceptional customer service and technical support. This role ensures daily support operations run efficiently, service levels are met, and customers receive timely, high-quality resolutions. The ideal candidate is data-driven, customer-focused, and experienced in managing cross-functional support teams.
Requirements
- Strong understanding of SaaS support models and subscription businesses
- Experience managing SLAs and performance metrics
- Technical aptitude and ability to understand software products
- Excellent leadership and coaching skills
- Strong analytical and reporting abilities
- Excellent written and verbal communication skills
- Strong organizational and problem-solving skills
- Financial acumen and budget management experience
- Proficiency in operational software and Microsoft Office Suite
- Ability to analyze data and make strategic decisions
- Bachelor’s degree in business administration, Operations Management
- 5+ years of experience in customer support, preferably SaaS
- 3+ years of experience managing frontline support teams
Nice To Haves
- Experience in a high-growth SaaS startup (preferred)
- Familiarity with Agile environments (preferred)
- Experience with QA scorecards and support quality programs (preferred)
Responsibilities
- Manage, coach, and develop a team of Tier 1/Tier 2 support
- Conduct regular 1:1 meetings, performance reviews, and coaching sessions
- Monitor ticket queues and ensure proper workload distribution
- Support onboarding and training of new team members
- Develop and implement operational policies and procedures
- Monitor performance metrics and KPIs to drive efficiency and quality
- Identify areas for process improvement and implement solutions
- Foster a customer-centric culture of accountability, collaboration, and continuous improvement
- Track and report key support KPIs
- Implement corrective action plans when performance gaps are identified
- Identify operational risks and develop mitigation plans
- Identify workflow inefficiencies and recommend improvements
- Collaborate with Product and Engineering to address recurring issues
- Maintain and improve support documentation and knowledge base
- Support automation and self-service initiatives
Benefits
- Medical, dental, and vision insurance
- HSA, FSA, and DCFSA
- Long- and short-term disability insurance
- Free basic life insurance
- Generous paid time off policy
- Paid holidays: 7 per year + 1 floating holiday
- Maternity Leave
- 401(k) with company match
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
