Campminder Benefits Overview

Manages and coaches the Client Support team, ensuring service-level and KPI performance. Responsibilities include queue management, scheduling, capacity planning, CRM accuracy, tool administration, training, client issue escalation, product-issue communications, and process improvement. The role partners on hiring and staffing, represents Support in cross-functional projects, and helps maintain high-quality client service across phone, email, and ticketing channels.

Own the strategic direction and roadmap for customer implementation and learning programs. Manage implementation and learning specialists, oversee onboarding and educational content, establish scalable processes, partner with Support, Success, Sales, and Product, and use performance metrics to improve launch quality, time-to-value, and support case deflection.

Provide phone and ticket-based support to camp directors, staff, and parents using Campminder and Salesforce. Triage and resolve client issues with empathy, document cases in CRM, identify product/process improvements, participate in team stand-ups, and support seasonal weekend and on‑duty coverage.