Job Summary
The Client Support Manager is responsible for leading the client-facing support team and overseeing frontline operations that empower credit union clients to troubleshoot effectively and maximize the value of our software solutions. This role plays a pivotal part in ensuring client satisfaction, promoting product adoption, and upholding high service standards within a dynamic, technology-driven environment.
Supervisory Responsibilities:
Leads, mentors, and develops a team of support representatives and technical specialists, fostering a culture of continuous learning and accountability.
Establishes clear team goals and ensures alignment with the company's broader mission and strategic objectives.
Sets individual performance objectives, monitors progress, and provides regular coaching, feedback, and professional development opportunities.
Duties/ Responsibilities:
Oversee daily support operations across multiple channels, including phone, email, chat, and ticketing systems (e.g., Zendesk, Jira, Intercom), ensuring accurate and timely handling of client inquiries and account-related transactions.
Manage case prioritization, escalation workflows, and SLA compliance across core software modules such as digital banking, payments, and third-party integrations.
Collaborate with onboarding, implementation, and product teams to deliver a seamless post-go-live experience and ensure client success.
Collect and analyze customer feedback and support data to identify trends, root causes, and actionable insights for continuous improvement.
Implement tools, strategies, and automation to streamline support processes, reduce resolution times, and enhance overall efficiency.
Develop and maintain a comprehensive, searchable knowledge base and client-facing self-service resources.
Establish ongoing training programs to ensure team proficiency in product updates, customer service practices, and operational tools.
Monitor customer satisfaction, address escalated issues promptly, and implement strategies to enhance client experience.
Define and execute quality assurance processes to evaluate service performance and identify opportunities for improvement.
Design and test contingency plans to ensure uninterrupted support operations during crises or unplanned events.
Drive a culture of operational excellence by establishing support best practices, standardizing procedures, and promoting accountability.
Performs other related duties as assigned.
Required Skills/ Abilities:
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Proficiency with support platforms (e.g., Zendesk, Salesforce Service Cloud) and issue tracking systems (e.g., Jira).
Proficient with Google Workspace or related software.
Education and Experience:
Bachelor’s degree in Business, IT, or related field.
Five (5) or more years in customer support, with two (2) or more years in a leadership role at a SaaS or fintech company.
Three (3) or more years of experience supporting software solutions used by credit unions, banks, or other financial institutions.
Physical Requirements:
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Top Skills
What We Do
Blossom is a growing ecosystem of fully integrated core banking, digital banking and payments solutions. Born in the cloud and reimagined with credit unions to replace outdated systems and patchwork tools, one vendor at a time.
Founded in 2020, Blossom acquired HomeCU in the same year, went live with its new platform in 2023 and acquired CUProdigy in 2024. Today, the company serves close to 400 credit unions, thousands of employees and millions of members.
Headquartered in Ogden, UT and Coral Gables, FL, Blossom is on a mission to build the first intelligent banking system that puts credit unions at the center of their members' financial lives, helping local communities thrive and transforming the way people experience money.
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