Manager, Client Support

Origami Risk LLC•Remote,

41d•$128,000 - $160,000•Hybrid

About The Position

The Manager, Client Support leads a global team of Client Support Analysts and/or Client Support Engineers responsible for delivering high-quality frontline and advanced support experiences to Origami clients. This role ensures consistent, timely, and effective resolution of client inquiries while creating a culture of accountability, technical excellence, and continuous improvement. The Manager may oversee either a Level 1 Support team or a Level 2 Support team. Leadership focus, coaching approach, performance expectations, and operational rigor are tailored to the technical depth, risk profile, and client impact of the team they support, while ensuring consistent support standards and client experience outcomes across the organization. The Manager, Client Support is accountable for day-to-day support operations, people leadership, escalation integrity, incident oversight, and cross-functional collaboration. This role leverages data, client insights, and team feedback to improve workflows, strengthen documentation and enablement, and influence scalable solutions across Product, Engineering, Platform Support, and Client Success.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
5+ years of experience client-facing technical support roles within a SaaS or technology environment
2+ years of people leadership experience overseeing frontline and/or advanced technical support teams, including remote or distributed teams
Strong understanding of SaaS support environments, case management systems (e.g., Salesforce Service Cloud or ServiceNow), automated case routing and support performance metrics
Proven ability to coach, develop, and motivate teams to maintain high service and quality standards
Experience managing escalations, incident and outage response, process improvement, and knowledge management initiatives
Excellent communication, judgment, and problem-solving skills
Familiarity with SQL, XML, JavaScript, or similar technical tools is a plus
Experience supporting global or distributed teams is preferred
Willingness to travel up to 10%, as needed

Nice To Haves

Familiarity with SQL, XML, JavaScript, or similar technical tools is a plus
Experience supporting global or distributed teams is preferred

Responsibilities

Leads, mentors, and develops a global team of Client Support Analysts and/or Client Support Engineers on a Level 1 or Level 2 team
Oversees hiring, onboarding, and ongoing training to build strong technical, communication, and client service capabilities
Conducts regular 1:1s, performance reviews, skill assessments, and career development conversations
If overseeing Level 1 team: Coaches team members on structured troubleshooting, documentation quality, escalation remediation, and effective client communication
If overseeing Level 2 team: Coaches team members on advanced technical investigation, defect validation, incident leadership, and cross-functional technical collaboration.
Creates a high-performance, client-focused culture rooted in collaboration, accountability, and continuous learning.
Promotes professional development and internal mobility within the Client Support career family.
Oversees daily support workflows for assigned teams and queues, ensuring cases are triaged, progressed, and resolved according to defined performance expectations and operating models.
Ensures the Client Support team meets standards for case hygiene, documentation completeness, incident qualification, and escalation readiness
If overseeing Level 2 team: Ensures the team meets standards for advanced troubleshooting rigor, defect flagging, root cause validation, and Platform Support handoff readiness
Monitors SLA performance, backlog health, CSAT, time-to-resolution, and escalation volume using team-appropriate success measures
Uses trend analysis to optimize workload distribution, staffing, and operational efficiency
Is accountable for new or modified workflow creation and implementation into support operations to evolve case management as client and business needs grow
Serves as the accountable owner for complex or sensitive client issues within client support scope of work, ensuring appropriate technical ownership and timely decision-making
Coordinates resolution efforts across Client Support, Engineering, Platform Support, Product, and other stakeholders as needed
Ensures proactive, clear communication with internal teams and clients during active investigations
Leads post-incident reviews and root cause analyses, driving follow-up actions and shared learning
Champions the voice of the client by identifying trends, recurring issues, and systemic risks
Ensures team-specific knowledge bases, playbooks, and enablement resources are current and consistently used
Partners with product and technical experts to translate technical knowledge into Level 1 and Level 2-specific training materials
Surfaces actionable insights to Product, Engineering, and Client Success to drive long-term improvements to experience and the Origami product
Partners closely with Product, Engineering, Implementation, Technical Account Management, and Client Success to resolve systemic issues and improve end-to-end client experience
Collaborates across support roles and functions to ensure smooth handoffs, clear escalation ownership, and consistent service delivery
Contributes to broader initiatives that enhance support effectiveness, operational scalability, and product quality
This position requires a moderate to elevated level of security and privacy awareness. This role is responsible for ensuring their teams comply with security and privacy requirements aligned with NIST 800-53, ISO/IEC 27001, and SOC 2. It involves ensuring access is appropriately managed, data is handled securely, and team members complete required training. The role must support internal control enforcement, incident reporting, and ongoing compliance efforts.
If in the Dominican Republic: This position is considered a role of enhanced trust due to its level of access to systems and sensitive information.
Other duties as assigned.
Ability to work as early as 7:00 a.m. or as late as 7:00 p.m. CT if management level action is required

Benefits

Competitive medical, dental, and vision benefits
Wellness reimbursement
Life insurance
401(k) with company match
Vacation and sick leave benefits (under a flexible time off policy in most states)
Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
Paid Time Off – Flexible options plus 10 paid company holidays where available
Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
Generous family leave options—including adoption and foster care placements
Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
Retirement Savings – 401(k) with company match up to 4%
Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
Education Assistance Program – to help colleagues pursue industry/role-specific certifications
Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage