Client Support Manager
About The Position
We’re looking for a high-energy Client Support Manager to lead our remote Support Specialists and elevate the experience of every client who contacts Slick Rock. This role requires strong call center leadership, remote team management, sales conversion skills, and the ability to motivate and coach teams in both the U.S. and the Philippines. Your mission: Deliver exceptional service, drive revenue through outbound calling and re-engagement campaigns, hold the remote team accountable, and ensure every client interaction reflects Slick Rock’s standards.
Requirements
- 2+ years call center or client support management (REQUIRED)
- 1+ year managing remote teams, including PH-based teams (REQUIRED)
- Strong sales experience (phone-based preferred)
- Excellent de-escalation, retention, and client recovery skills
- Experience reviewing agent performance + coaching to KPI results
- Tech-comfortable (CRM, POS, Google Workspace, communication tools)
- High integrity, strong follow-through, and excellent communication
Responsibilities
- Lead, coach, and develop a team of remote Support Specialists
- Review calls, emails, and chats for quality and accuracy
- Analyze KPIs (conversion, CSAT, handle time, retention) and improve performance
- Drive outbound sales + reactivation campaigns to re-engage inactive clients
- Handle escalated client concerns with confidence and strong de-escalation
- Strengthen communication between the support team and spa locations
- Manage scheduling and coverage across all business hours
- Improve scripts, SOPs, and training materials
- Ensure CRM/POS accuracy and data integrity
Benefits
- Performance bonuses + uncapped commissions
- PTO + health insurance
- 401(k) with 3.5% company match
- Free membership + employee discounts
- Leadership development + training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1-10 employees
