Client Support Manager
About The Position
As a Client Support Manager, you will lead a client support team responsible for delivering consistent, high-quality service across defined technology and subject areas. This role owns day-to-day team performance, employee development, and operational execution, ensuring service standards, queue health, and client experience expectations are consistently met. The Client Support Manager partners closely with Team Leads, Technical Leads, and Workforce Management to support staffing alignment, escalation management, and service readiness. This position is designed for a people-focused leader who drives accountability, builds scalable team practices, and prepares the organization for future growth. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.
Requirements
- Has a High school diploma or equivalent as required
- Has a minimum of three (3) years of experience in client service, operations, or technology-related roles as required
- Has minimum of one (1) year of people leadership or supervisory experience as required
- Has proven people leadership experience with a focus on coaching, accountability, and team development
- Has strong verbal and written communication skills, including clear documentation and feedback delivery
- Can manage multiple priorities in a fast-paced service environment with accuracy and urgency
- Has strong analytical, problem solving, and organizational skills
- Can collaborate cross-functionally and executing within established frameworks
- Has proficiency with Microsoft Office Suite and service operations tools (Salesforce, Playvox, WFM systems, Workday)
Nice To Haves
- Has a Bachelor’s degree in Business Administration or related field as preferred
Responsibilities
- Lead and develop a client support team, setting clear expectations and accountability for performance and conduct
- Conduct weekly one-on-one meetings to provide coaching, performance feedback, career development guidance, and timely, accurate documentation
- Facilitate daily huddles and/or weekly team meetings to communicate priorities, reinforce expectations, and drive engagement
- Support employee advancement by aligning coaching with established progression criteria, certifications, and skill milestones
- Address performance concerns, manage corrective actions, and own performance reviews, development plans, and compensation recommendations
- Serve as a culture carrier by modeling company values and fostering a supportive, growth-oriented team environment
- Own day to day service performance for the team, including service level, queue volume, case aging, abandonment rate, adherence, acceptance rate, and shrinkage awareness
- Partner with Workforce Management to support real-time staffing needs, schedule adjustments, and coverage alignment
- Maintain and update Playvox schedules to support forecasting, adherence, and service level goals
- Oversee timely and accurate completion of Salesforce responsibilities, including P1 case oversight, credit request submissions, NPS follow-up actions, and related workflow tasks
- Ensure consistent service delivery for all clients, focusing on efficient resolution and reduced client effort
- Ensure completion of required Workday tasks, learning modules, certifications, and compliance items for all direct reports
- Hold team members accountable for onboarding timelines, training completion, and assessment pass rates
- Track and communicate team performance metrics and trends to leadership
- Maintain documentation standards across coaching, performance management, and service workflows
- Implement approved operational and service strategies within the assigned team
- Identify recurring service issues, workflow inefficiencies, or documentation gaps and escalate insights through appropriate channels
- Partner with Team Leads and Technical Leads to reinforce escalation standards and reduce unnecessary handoffs
- Collaborate with peer Managers to support alignment and consistency across teams
- Serve as the escalation point for complex or sensitive service issues within the team
- Ensure issues are fully owned, documented, and resolved, escalating cross-team or systemic concerns as appropriate
- Coach team members on effective client communication across phone, chat, and case interactions
Benefits
- health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- paid parental leave
- pet benefits including pawternity leave and pet insurance
- student loan repayment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
