National Client Care Manager

Pet Meadow • Morrisville, PA

7d • $85,000 - $90,000 • Remote

About The Position

The National Client Care Manager will own the quality assurance program for all client interactions, including monitoring calls and reviewing written communications. This role involves setting and tracking team KPIs such as CSAT, average speed to answer, first contact resolution, and escalation rates, and reporting on these metrics to leadership with context and action plans. The manager will also serve as the escalation point for vet hospital partners when service issues arise, partnering with sales and account management teams to ensure the client care team supports vet hospital relationships. Additionally, this role is responsible for owning the onboarding process for new client care hires, building and maintaining resources like call guides and scripts, and identifying and developing high-potential team members. The manager will also pull and analyze data to identify recurring issues and drive process improvements, and will own the tools and systems the team uses daily, advocating for necessary improvements.

Requirements

• 5 or more years of client care or customer service leadership experience.
• At least 2 years managing a team that handled emotionally sensitive or high-stakes client interactions.
• Supervised team leads or senior reps before.
• Comfortable with call center metrics and data (CSAT, AHT, FCR, and ASA).
• Experience building or improving a quality assurance program.
• Strong written and verbal communication skills.
• Familiar with CRM systems and call center platforms.
• Handles ambiguity well and does not wait to be told what to do when something is not working.

Nice To Haves

• Background in pet services, veterinary care, cremation/funeral services, hospice, or a comparable high-touch, compassion-driven environment is strongly preferred.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Directly supervise Client Care Team Leads and Senior Client Care Representatives, setting clear expectations for performance, conduct, and compassion in every client interaction.
• Build a team culture where empathy and accountability are not in conflict.
• Conduct regular one-on-ones, call calibrations, and performance reviews.
• Handle escalated situations personally when needed, including calls with grieving families or vet hospital partners that require senior-level attention.
• Manage staffing, scheduling, and coverage across time zones to ensure the team is never the reason a family does not get answered.
• Own the quality assurance program for all client interactions.
• Use data to identify coaching opportunities before they become patterns.
• Set and track team KPIs including CSAT, average speed to answer, first contact resolution, and escalation rates.
• Build and maintain scorecards that give each team member a clear picture of where they stand and what good looks like.
• Serve as the escalation point for vet hospital partners when service issues arise.
• Partner with the sales and account management teams to ensure the client care team is supporting vet hospital relationships, not creating friction in them.
• Maintain a regular check-in cadence with key vet hospital accounts to gather feedback, resolve concerns, and reinforce the partnership.
• Train the team on the specific needs and communication styles of vet hospital staff.
• Own onboarding for all new client care hires, including technical aspects and emotional preparation.
• Build and maintain a library of call guides, scripts, escalation protocols, and best practices.
• Identify high-potential team members and develop them intentionally.
• Partner with HR on performance improvement plans and separations.
• Pull and analyze call data, CSAT results, and operational metrics on a regular cadence and translate findings into actionable decisions.
• Identify recurring issues in client or vet hospital feedback and bring them to the right teams internally.
• Own the tools and systems the team uses daily, including the phone platform, CRM, and any quality monitoring software.
• Build reporting that leadership can actually use.

Benefits

• Competitive compensation
• Base salary plus annual performance bonus tied to team and client satisfaction results
• Health, dental, and vision
• 401(k) with employer match
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed