Client Support Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Client Support Manager in the United States.

This role is responsible for leading a high-performing client support team dedicated to delivering exceptional technical and customer service to deployed clients. You will oversee daily operations, manage escalations, and ensure service-level objectives are consistently met while improving overall support efficiency. The position plays a key role in shaping support strategy, optimizing workflows, and driving continuous improvement across service delivery processes. You will also act as a critical link between clients, internal teams, and leadership to ensure issues are resolved effectively and customer satisfaction remains high. This is a highly operational and people-focused leadership role that combines coaching, performance management, and data-driven decision-making. It is ideal for a leader who thrives in fast-paced environments and is passionate about elevating both team performance and customer experience.

• Lead and oversee the day-to-day operations of the Client Support team, ensuring effective workload distribution, coverage planning, and service continuity.
• Manage escalations for complex client issues while coordinating resolution across internal teams and external stakeholders.
• Define, track, and optimize service-level KPIs, including SLA performance, backlog reduction, CSAT, and operational efficiency metrics.
• Own workforce planning activities, including capacity modeling, staffing strategies, scheduling, and hiring forecasts aligned with demand.
• Drive strategic planning and annual goal setting for the support function, ensuring alignment with organizational priorities and performance targets.
• Conduct performance management activities, including coaching, mentoring, onboarding, and formal reviews to develop team capabilities.
• Collaborate with Sales, Account Management, and Product teams to improve customer success outcomes, identify risks, and uncover growth opportunities.
• Lead process improvement initiatives by leveraging data insights, customer feedback, and operational trends to enhance support delivery.
• Maintain and improve knowledge bases, workflows, and support documentation while promoting operational consistency and best practices.
• Support post-survey customer outreach efforts to close feedback loops and drive continuous service and product improvements.

Requirements:

• 5+ years of experience in technical support, customer service, or related operational roles.
• Proven experience in a leadership or supervisory role, with strong ability to coach, develop, and motivate teams.
• Strong communication skills, with demonstrated ability to manage escalations and communicate effectively with clients and stakeholders.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Strong analytical mindset with experience using data to drive decisions and improve performance metrics.
• Familiarity with support operations, service management frameworks, and customer success practices.
• Experience in mortgage lending workflows or regulated financial services environments is strongly preferred.
• Knowledge of tools and frameworks such as ITIL, HDI, ServiceNow, Salesforce Service Cloud, or similar platforms is a plus.
• Ability to drive process improvements and operational efficiency using structured problem-solving approaches.
• Passion for customer success, continuous learning, and team development.

Benefits:

• Competitive compensation aligned with experience and responsibilities.
• Comprehensive health, dental, and vision insurance coverage.
• Opportunities for professional growth, training, and certification support.
• Leadership role with high visibility and direct impact on customer satisfaction and operational performance.
• Collaborative work environment focused on innovation, accountability, and continuous improvement.
• Opportunity to shape and scale a critical customer support function.
• Exposure to modern support tools, AI-enabled workflows, and service optimization initiatives.