Developing and maintaining authentic relationships with Client stakeholders and internal partners
Serving as the primary operational point of contact for assigned programs
Executing daily, weekly, and monthly operational reviews with Client stakeholders and Boldr leadership
Monitoring performance against Client KPIs, SLAs, CSAT, QA, productivity, resolution quality, and operational targets
Identifying operational risks, customer experience gaps, and performance challenges before they impact business outcomes
Leading operational discussions, performance reviews, and escalation management activities
Collaborating effectively with Operations, Workforce Management, Training, Quality, People Experience, Client Success, and other support functions
Driving a culture of exceptional technical support and customer experience
Maintaining deep product knowledge and technical proficiency
Analyzing customer feedback, quality results, support trends, and operational metrics to determine root causes
Building reporting frameworks that provide visibility into operational performance and customer experience outcomes
Planning and overseeing hiring, onboarding, training, quality assurance, tool optimization, and team development
Monitoring team engagement, morale, retention, attendance, and workforce health

4+ years of experience leading Technical Support, Customer Support Operations, or Client Experience teams
3+ years managing Team Leads, Team Captains, Supervisors, or frontline support leaders
Bachelor’s Degree in a related field or equivalent professional experience
Strong experience managing client relationships and operational performance
Proven success improving CSAT, QA, SLA, productivity, and operational performance metrics
Strong coaching, leadership development, and performance management experience
Experience using data and reporting to drive operational decisions and continuous improvement
Advanced Google Sheets and reporting capabilities
Experience with Zendesk, Jira, Salesforce, HubSpot, Talkdesk, or similar platforms
Familiarity with APIs, SaaS integrations, email infrastructure, DNS, and technical troubleshooting concepts is strongly preferred
Experience supporting AI products, AI-enabled platforms, or rapidly evolving technology environments is highly desirable
Experience managing distributed or global teams is preferred

Manager, Client Experience, Technical

Key skills