Client Support Manager

MRI•Cleveland, OH

About The Position

We are seeking an experienced Client Support Manager to lead a high‑performing support team, oversee operational excellence, and ensure an exceptional experience for our clients. This role requires strong leadership, deep customer support expertise, and the ability to drive process improvements within a fast‑paced software environment.

Requirements

2–4 years of experience in Client Support within a software/SaaS company (or comparable technical support environment)
1+ year of direct supervisory or team‑lead experience
Ability to manage and prioritize multiple projects
Experience working with ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk)
Familiarity with support KPIs such as CSAT, FRT, NPS, backlog management, and SLA performance
Strong analytical skills with the ability to interpret support data and identify trends
Strong ability to quickly understand complex software products and explain technical concepts in clear, non‑technical terms.
Experience handling client escalations and leading cross‑functional resolution efforts

Responsibilities

Team Leadership & Operations
Directly manage support analysts
Approve timecards, PTO, and schedule coverage
Conduct 1:1s, team meetings, and performance reviews
Monitor casework quality and ensure adherence to support processes
Coach and develop team members to strengthen skills and career growth
Ensure departmental KPIs, team goals, and SLAs are consistently met
Client Experience & Escalations
Take ownership of high‑visibility case escalations, including communication with clients and internal stakeholders
Drive rapid and effective resolution of client issues
Partner with Product, Engineering, Professional Services and other teams to resolve complex technical issues and improve product quality
Process Improvement & Project Management
Contribute to and lead departmental projects and initiatives
Identify, document, and implement support process improvements
Delegate team initiatives effectively to direct reports
Participate as hiring manager in recruiting, interviewing, and onboarding new team members
Represent Client Support in cross‑departmental meetings and working groups