Client Experience Manager

What you'll do

• Lead the technical support team by managing team leads and support agents, ensuring alignment with company goals and client expectations. You are a strong people leader who builds trust, sets clear expectations, and leads with empathy.
• Drive exceptional client experiences by setting a high standard for support interactions, modeling great service, and resolving escalations effectively. You are customer-obsessed and instinctively know what excellent service looks and feels like.
• Develop and mentor the team through regular 1:1s, feedback sessions, and coaching to build skills, confidence, and career growth. You are invested in others’ growth and excel at identifying and nurturing potential.
• Jump in to support tickets and calls when needed to stay close to the client experience and understand team challenges firsthand. You are hands-on and curious, eager to understand the tools, the clients, and the day-to-day of your team.
• Analyze support metrics to identify trends, gaps, and opportunities for operational improvement and training. You are data-informed and use metrics to drive clarity and performance decisions.
• Coordinate staffing and scheduling to maintain service levels while balancing workload and budget constraints. You are highly organized and can manage shifting priorities with confidence.
• Collaborate with senior leadership to align department goals, communicate needs, and contribute to the company’s strategic direction. You are a collaborative communicator who can translate operational insights into leadership conversations.

Who you are

• Have people management experience, including leading team leads and larger teams.
• Are passionate about customer support and understand what exceptional service looks like.
• Are tech-savvy and comfortable with learning and implementing new technology.
• Can analyze data and performance metrics to uncover trends and drive improvements.
• Thrive in fast-paced, high-growth environments and handle change with ease.
• Are an excellent communicator who can build strong relationships with both customers and employees.
• Have strong organizational skills and can prioritize and delegate effectively.
• Take a solution-based approach to challenges and are always looking for ways to improve.
• Are a collaborative leader who works well with both leadership and team members.

Bonus points if you

• Experience leading a customer support or technical support team.
• Background in SaaS, software, or technology-related customer experience.
• Knowledge of customer service analytics and KPI tracking.
• Additional language skills (French or Spanish).

What success looks like in this role

• The team feels supported, engaged, and motivated in their roles, creating an environment where people do their best work and feel valued for their contributions.
• Clients consistently experience high-quality support that is efficient, professional, and solution-focused, leading to strong customer relationships and positive feedback.
• Coaching and mentorship lead to visible team growth, with team members developing new skills, taking on greater responsibilities, and advancing in their careers.
• A deep understanding of the client experience allows for continuous improvement, making it easier for customers to get the help they need while refining internal processes.
• Client support operations run smoothly, with clear structures in place to maintain service levels and ensure the team can effectively balance workload demands.
• Collaboration across departments ensures that client insights are shared and contribute to broader company goals, aligning support initiatives with overall business success.