Manager, Client Support (Central US Time Zone Preferred)

Cleargov • Maynard, MA

294d • Remote

About The Position

The Manager of Client Support will lead and scale our Client Support team, ensuring we deliver fast, empathetic, and effective support to our local government clients. This role is ideal for someone with at least two years of experience managing a customer support team within a SaaS organization — previous roles in government or GovTech experience is a plus. The ideal candidate is a strong people leader, process-driven, and ready to optimize support operations as we continue to expand.

Requirements

• 2+ years of experience managing a customer support team in a SaaS organization.
• Deep experience with Zendesk (administration/configuration experience a plus).
• Proven track record of scaling and optimizing support teams in a fast-paced environment.
• Experience implementing real-time support strategies (chat, phone, etc.).
• Strong leadership and coaching skills, with a passion for team development.
• Excellent communication and problem-solving skills — able to distill technical issues into clear, actionable solutions.
• Ability to balance high-level strategy with hands-on execution.
• Experience working with local governments or GovTech is a plus.
• Familiarity with Jira or similar tools for tracking issues and collaborating with Product teams.

Nice To Haves

• Self-motivated, self-starter with a zeal to win.
• Great communicator; strong oral and written skills.
• Ability to think creatively and innovatively.
• Hands-on problem solver that enjoys cracking difficult nuts.
• Quick study - able to pick up and apply new concepts in a hurry.
• Track record of achievement.
• Enjoys working on and helping to build outstanding teams.
• Demonstrates an entrepreneurial spirit and gets stuff done.
• A sense of humor and doesn't take him/herself too seriously.

Responsibilities

• Lead, mentor, and develop the Client Support team, fostering a high-performance and client-focused culture.
• Refine and scale support processes to drive efficiency and improve the customer experience.
• Optimize Zendesk by improving workflows, automation, and reporting to enhance support operations.
• Introduce real-time support (e.g., chat or phone-based assistance) to improve response times and client satisfaction.
• Own key support metrics, including response time, resolution time, CSAT, and ticket deflection.
• Collaborate cross-functionally with Product, Engineering, and Client Success teams to ensure a seamless client experience.
• Act as an escalation point for complex client issues, ensuring resolution and long-term satisfaction.
• Drive process improvements by identifying trends, gaps, and opportunities to enhance customer support efficiency.
• Advocate for our clients by providing feedback to Product and Engineering teams to improve usability and functionality.

Benefits

• Competitive Salary
• Equity Package
• Quality Medical, Dental, and Vision Insurance Plans
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Short and Long Term Disability Insurance
• Life Insurance
• 401K Plan with Match
• Flexible Personal Time Off Policy
• 3 Floating Holidays (in addition to 10 Holidays Observed)
• 2 Volunteer Days Off
• Parental Leave
• Employee Referral Bonus
• Annual All Hands In-Person Event

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods