Client Support Manager

Role Overview

• Manage and develop a team of Client Support Specialists, providing coaching, feedback, and guidance to drive strong individual and team performance.
• Manage the Support department’s day-to-day operations and work in the support queue when needed.
• Develop and maintain operational procedures, workflows, and quality standards to ensure consistent delivery of excellent customer service.
• Review and handle escalated client issues from Client Support Specialists.
• Track and report on key support metrics related to efficiency, customer satisfaction, quality, and accuracy.
• Perform regular audits of client interactions to maintain high support quality standards.
• Work closely with Engineering to troubleshoot, investigate, and resolve technical product issues.
• Hire and onboard new Client Support Specialists as the team grows.
• Collaborate with Sales, Client Success, Product, and Engineering to improve the overall client experience.
• Identify opportunities to reduce support demand through knowledge base improvements, self-service tools, and AI-driven automation.
• Partner with RevOps to implement AI-enabled support capabilities such as automated responses, knowledge assistants, and workflow automation.
• Analyze support trends and client interaction data to identify recurring product issues and opportunities for operational improvement.
• Surface product friction points from support interactions and partner with Product and Engineering to prioritize fixes that improve the client experience and reduce future support volume.
• Provide support as needed for the Assist product and call center operations. Some weekend work may be required in the event of emergencies or widespread product issues.

Requirements

• 3+ years of experience managing a support or client success team and driving team performance.
• A “customer-first” mentality with a focus on delivering an exceptional client experience.
• Experience building successful teams and creating scalable, data-driven support processes.
• Experience supporting a technical SaaS product and working closely with Product and Engineering teams to troubleshoot and resolve client issues.
• Experience leveraging automation, knowledge management systems, or AI-driven tools to improve support efficiency is strongly preferred.
• Comfort evaluating and implementing modern support technologies such as AI chat assistants, knowledge automation, and workflow automation tools.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities while maintaining strong attention to detail.
• Proficient with CRM systems and customer engagement platforms.
• Strong time management and prioritization instincts.
• The Client Success team is distributed across multiple states, so the ability to work autonomously from home is important.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Remote work options