Client Services Support Manager

Role Overview

• Directly manage, coach, and develop a team of Client Services Coordinators (IC Level 1)
• Execute within Digible’s defined reporting and performance management structure
• Conduct regular 1:1s, performance check-ins, and formal reviews
• Own onboarding, ramp plans, and ongoing training for new hires
• Foster a positive, inclusive, and accountable team culture
• Support career pathing and readiness for growth beyond IC Level 1
• Project manage daily and weekly workflow for DPH support teams
• Own task prioritization, workload balancing, and capacity management
• Ensure consistent execution of Coordinator responsibilities, including: Campaign reporting and QA, Salesforce and TaskRay documentation accuracy, Client support tasks timeliness and internal follow-ups, Reporting downloads, audits, and documentation
• Act as first-line escalation for execution issues, missed deliverables, or quality concerns
• Maintain quality control standards across all Account Coordinator output
• Partner closely with the VP of Client Services on team performance, engagement, and development
• Partner with the Director of Business Operations on process adoption and compliance, tooling usage and enhancements, standardized execution and operational best practices
• Serve as a key partner to Client Service Managers, ensuring support teams are fully integrated into the day-to-day needs of their assigned Level 2 and Level 3 counterparts
• Reinforce Digible’s service standards, values, and execution expectations across DPH
• Monitor and manage team performance against defined KPIs, including: TaskRay efficiency, error rates (e.g., FOOPs), SLA adherence and on-time delivery, accounts per FTE and client utilization expectations
• Identify trends in errors, inefficiencies, or workflow breakdowns
• Partner with Client Services and Operations leadership to recommend and implement process improvements
• Ensure consistent system usage and adherence to documented SOPs

Requirements

• 5+ years of experience in digital marketing including account management and project management
• 1–2+ years of people management or team lead experience
• Strong operational, project management, and execution skills
• Experience working within structured workflows and systems
• Familiarity with project management tools (TaskRay, Asana, Monday.com, etc.)
• Comfort managing performance metrics, quality standards, and process adherence
• Excellent communication, coaching, and stakeholder management skills
• Experience supporting client-facing teams (direct client ownership not required)
• Multifamily and/or digital marketing experience is a plus

Benefits

• HMO Coverage
• Life Insurance
• 13th month pay
• Government Mandated Benefits