Client Support Manager

Welcome to Mobile Solutions. Turn mobile expense management complexity into clarity. One unified platform to manage devices, automate expenses, and control your mobile ecosystem without the chaos.

Company Summary: Mobile Solutions is a growing company that helps organizations simplify and optimize their mobile device operations. We provide a cloud-based platform and managed services that support the full mobile lifecycle—from device provisioning and expense management to invoice reconciliation, analytics, and multi-carrier support—giving customers greater visibility, control, and measurable cost savings. Focused on innovation, reliability, and strong customer partnerships, Mobile Solutions delivers scalable solutions and dependable support to organizations nationwide.

Job Summary: This role is responsible for leading and optimizing our Mobile Service Desk. This role ensures high-quality customer support, efficient incident and request handling, SLA and XLA compliance, continuous process improvement, and strong collaboration with internal and external stakeholders. The role focuses on operational excellence, customer experience excellence, and scalable service delivery.

This position is responsible for providing daily management and guidance to a team of Client Support Specialists. The position requires someone that can communicate effectively, thoroughly understand the duties of the Client Support Specialist function and lead in a supervisory capacity.

Key Responsibilities:

Leadership & Operations

• Lead and manage the Service Desk organization including hiring, coaching, performance management, and succession planning.
• Define and monitor KPIs, SLAs, and XLAs to improve customer experience and business outcomes.
• Drive a customer-centric and experience-driven service culture.
• Manage workforce planning, capacity management, and shift scheduling.
• Establish continuous improvement initiatives based on performance analytics and user feedback
• Manage work queues for all team members, ensuring tickets are responded to in a timely manner and tickets are taken over in the event of an absence.
• Conduct team meetings and specialist 1:1s to discuss performance and promote coaching/mentoring opportunities.
• Perform formal QA audits of work completed by each specialist (monthly minimum requirements)
• Provide training to new and existing staff as needed.
• Help foster a positive and uplifting environment for the Client Support and Operations.

Service Management

• Own Incident, Problem, Change, and Request Management.
• Ensure timely resolution of issues.
• Improve first contact resolution, reduce backlog, and optimize mean time to resolve.

Supervisory Responsibilities:

• This position is responsible for providing daily management and guidance to a team of Client Support Specialists.
• Recruits, interviews, hires, and trains staff.
• Provide guidance, support, and mentoring to team members.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy

Minimum Qualifications:

• Must have at least 2 years of customer service experience in a high demand call center as a Lead or Manager.
• Must be able to read, write and communicate fluently, professionally, and effectively in English.
• Moderate computer skills and typing ability.
• High school diploma or equivalent required.

Required Knowledge/Skills/Abilities: 

• Proven experience managing large operational teams and multi-vendor environments.
• Strong stakeholder engagement and executive communication skills.
• Demonstrated success improving SLA performance and customer experience using XLA metrics.
• Confident in providing leadership to a global team.
• Ability to analyze data, own reporting and spot errors.
   
• Polished customer service skills on the phone and electronic mediums.
• Proficient and patient in providing complex, detailed technical support.
• Strong organizational skills and attention to detail.
• Problem Solver – ability to identify and resolve issues with speed.
• Great communication skills.
• Training experience preferred but not required.
• Cellular carrier and mobility experience preferred but not required.

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.

Location: Remote. Based in one of the following areas.

• Denver-metro area of Colorado
• Within 30 miles of Claremont, California

Compensation & Benefits:

• Mobile Solutions offers a comprehensive health, dental and vision benefits package.
• Paid time off. We strongly believe in work-life balance and taking time for yourself.
• 401K with employer match
• Compensation Range: $80,000 - $95,000 per year
• Anticipated application window: 2/1/2026 - 2/28/2026

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Mobile Solutions is an equal opportunity employer. The company will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information or other characteristics protected by federal, state, or local applicable law. Candidates are subject to a background check. All employees must adhere to Mobile Solutions' Information Security and Privacy policies and procedures.