Client Services Manager
About The Position
The Client Services Manager is responsible for occupying a pivotal leadership position, overseeing the creation, efficiency and quality of output of the Client Services team. They will collaborate closely with the Co-Director of Support Services to spearhead the department’s initial development, recruitment and foundational workflows. The Client Services Manager bears primary accountability for daily operations – including ticket queues, work distribution and Target Response Time (TRT) metrics – while actively engaging in vertical planning and departmental health assessments. Proactive and transparent communication with upper management regarding resource constraints or escalations are essential to this role to ensure sustained customer satisfaction and divisional success.
Requirements
- Bachelor’s degree or a minimum of 4 years of equivalent experience
- Must have held a Supervisor position for 4 years or equivalent management experience
- Must have at least 5+ years of Customer Service experience, experience in the Technology industry is preferred
- Experience using ticketing systems such as Zendesk or Jira
- Experience using a Client Relationship Management (CRM) software, HubSpot preferred
- Ability to set clear expectations for direct reports
- Ability to develop direct reports and help them set and reach clear goals
- Ability to communicate professionally, effectively, and consistently with division staff and management
- Ability to give sincere, candid, specific, and actionable feedback to direct reports
- Ability to organize and prioritize daily workload activities for themselves and their direct reports
Responsibilities
- Collaborating with the Co-Director of Support Services to manage the end-to-end hiring process, from defining roles to selecting team members
- Establishing the primary workflows, processes, and structural frameworks for the new team, ensuring seamless handling of all incoming company calls
- Designing and implementing protocols for fielding inquiries, ensuring a high first-call resolution rate or efficient escalation to the correct divisions
- Overseeing daily operations, including ticket queue management, workload distribution, and resolution of escalations
- Providing real-time coaching and regular 1-on-1 feedback sessions to ensure staff are meeting baseline expectations and developing professionally
- Facilitating the successful integration of new hires by overseeing their initial training and transition into the team
- Tracking and analyzing key performance indicators (KPIs)—such as ticket volume, resolution time, and customer satisfaction—to ensure team efficiency
- Performing consistent audits of ticket documentation and technical work to maintain high standards of accuracy and service quality
- Serving as the primary point of contact for sensitive customer escalations, ensuring timely and effective resolution
- Assisting in day-to-day operational planning, including shift coverage, meeting schedules, and workload distribution
- Meeting weekly with the Support Services Director to report on team progress, identify potential roadblocks, and discuss personnel concerns
- Contributing to the development of departmental goals and assisting in reviewing internal processes to improve the overall Support Services Division
- Working alongside other division leaders to ensure Support goals align with broader company initiatives and product updates
- Completing special tasks and or projects as assigned by the Director of Support Services
- Managing department budget, reassessing wants and needs of the department to ensure appropriate spending
- Delivering disciplinary actions, conducting performance reviews, and managing other long-term professional development deliverables
Benefits
- 100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance.
- Paid Time Off: Receive paid holidays, vacation, and sick time.
- 401k with Match: Save for the future with our company-matching 401k program.
- World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball.
- Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
