Client Services Manager

Computershare•Frisco, TX

6d•Hybrid

About The Position

The Client Service Representative (CSR) team serves as a critical support channel for client accounts across the business. As the Client Services Manager, you'll lead a team focused on delivering exceptional service, resolving client issues, and creating positive client experiences while helping shape the future of the organization. This is an exciting opportunity to join a team during a period of significant transformation and growth. You'll play a key role not only in leading people, but also in establishing stronger processes, improving operational efficiency, and building a more scalable service model that supports future business needs.

Requirements

Prior people leadership experience
Experience managing client escalations and complex service issues
Strong customer service leadership background
Experience coaching, mentoring, and developing teams
Strong communication and stakeholder management skills
Ability to work effectively across multiple functions and departments
Experience improving operational processes and service delivery
Strong problem-solving and decision-making skills
Ability to balance client needs with business objectives

Nice To Haves

Customer Success leadership experience
Operations leadership experience
Experience working in a high-volume service environment
Experience implementing process improvements and operational efficiencies
Experience with CRM, ticketing, reporting, and workflow management systems
Experience within corporate services, compliance, governance, or related business environments

Responsibilities

Leading, coaching, and developing a team of Client Service Representatives
Establishing team performance expectations and providing ongoing feedback and development support
Serving as the primary escalation point for complex client concerns and service issues
Monitoring service quality, response times, client satisfaction, and service delivery metrics
Driving process improvement, workflow efficiency, and operational excellence initiatives
Managing staffing, scheduling, workload balancing, and workforce planning
Partnering with Account Management, Sales, Product, Operations, and Leadership teams to improve service outcomes
Supporting organizational change initiatives and helping build scalable service processes
Monitoring team performance, service levels, and operational KPIs while implementing corrective actions when needed
Providing frontline insights that help improve products, services, and overall client experience