Client Services Manager

Responsibilities:

• Collaborating with the Co-Director of Support Services to manage the end-to-end hiring process, from defining roles to selecting team members
• Establishing the primary workflows, processes, and structural frameworks for the new team, ensuring seamless handling of all incoming company calls
• Designing and implementing protocols for fielding inquiries, ensuring a high first-call resolution rate or efficient escalation to the correct divisions
• Overseeing daily operations, including ticket queue management, workload distribution, and resolution of escalations
• Providing real-time coaching and regular 1-on-1 feedback sessions to ensure staff are meeting baseline expectations and developing professionally
• Facilitating the successful integration of new hires by overseeing their initial training and transition into the team
• Tracking and analyzing key performance indicators (KPIs)—such as ticket volume, resolution time, and customer satisfaction—to ensure team efficiency
• Performing consistent audits of ticket documentation and technical work to maintain high standards of accuracy and service quality
• Serving as the primary point of contact for sensitive customer escalations, ensuring timely and effective resolution
• Assisting in day-to-day operational planning, including shift coverage, meeting schedules, and workload distribution
• Meeting weekly with the Support Services Director to report on team progress, identify potential roadblocks, and discuss personnel concerns
• Contributing to the development of departmental goals and assisting in reviewing internal processes to improve the overall Support Services Division
• Working alongside other division leaders to ensure Support goals align with broader company initiatives and product updates
• Completing special tasks and or projects as assigned by the Director of Support Services
• Managing department budget, reassessing wants and needs of the department to ensure appropriate spending
• Delivering disciplinary actions, conducting performance reviews, and managing other long-term professional development deliverables

Requirements:

• Bachelor’s degree or a minimum of 4 years of equivalent experience
• Must have held a Supervisor position for 4 years or equivalent management experience
• Must have at least 5+ years of Customer Service experience, experience in the Technology industry is preferred
• Experience using ticketing systems such as Zendesk or Jira
• Experience using a Client Relationship Management (CRM) software, HubSpot preferred
• Ability to set clear expectations for direct reports
• Ability to develop direct reports and help them set and reach clear goals
• Ability to communicate professionally, effectively, and consistently with division staff and management
• Ability to give sincere, candid, specific, and actionable feedback to direct reports
• Ability to organize and prioritize daily workload activities for themselves and their direct reports