Client Services Manager

Job Description The Client Services Manager is responsible for occupying a pivotal leadership position, overseeing the creation, efficiency and quality of output of the Client Services team. They will collaborate closely with the Co-Director of Support Services to spearhead the department’s initial development, recruitment and foundational workflows. The Client Services Manager bears primary accountability for daily operations – including ticket queues, work distribution and Target Response Time (TRT) metrics – while actively engaging in vertical planning and departmental health assessments. Proactive and transparent communication with upper management regarding resource constraints or escalations are essential to this role to ensure sustained customer satisfaction and divisional success. 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