Oversee the day-to-day operations and overall performance of the Client Support team.
Set clear expectations and ensure team members meet individual and departmental goals.
Own annual functional goals and strategic planning for Client Support.
Establish and maintain a planning cadence to track progress against annual goals.
Own workforce planning for the function, including capacity modeling and staffing plans.
Maintain budget awareness and cost discipline.
Make data-driven business decisions by analyzing trends across volume, backlog, SLA performance, quality, CSAT, and customer health.
Support hiring, onboarding, training, coaching, and mentoring team members.
Plan and schedule team coverage to ensure timely response to incoming client requests.
Provide hands-on support as needed to help the team resolve incoming requests and issues.
Conduct performance and quality reviews.
Collaborate with internal teams, partners, and clients to resolve escalated and critical issues.
Own customer success outcomes beyond ticket resolution.

5+ years of experience in technical support and/or customer service.
Strong interpersonal, written, and verbal communication skills, with demonstrated ability to handle escalations professionally.
Experience supervising or managing staff (preferred), with a passion for coaching and mentoring.
Highly organized and self-motivated, with strong attention to detail.
Familiarity with mortgage lending practices, compliance, and workflow (strongly preferred).
Relevant certifications are a plus (e.g., HDI, SCP, ITIL, ServiceNow, Salesforce Service Cloud, CompTIA A+/Network+/ITF+, vendor-specific platform certifications).

Client Support Manager

Key skills