Manager, Client Services

Manager, Client Services
We are looking for a Manager, Client Services to help develop, manage, and drive our growing Client Services and Technical Support teams. Our Client Services department is comprised of four internal support teams that help our customers to use our trading platform, fund their accounts, and more.
In this role you will report to the Director, Client Services and be responsible for facilitating the high performance from the team by providing ongoing coaching, mentorship, and continuous improvement to team processes. You will partner with our Training & Quality and Process Improvement teams to drive ongoing improvement to our team and client experience. The correct candidate will thrive on developing teams and working cross functionally with other areas of NinjaTrader in order to achieve the goals of the organization.
In this position, you will:

• Manage and optimize Client Services and Technical Support team processes and policies
• Actively monitor channels (calls, emails, chats, etc.) to ensure quality while coaching on improvement areas and identifying emerging client trends
• Coach representatives and team leads to deliver on KPI/Metric targets while consistently developing new initiatives or iterate on existing processes to drive success
• Demonstrate a commitment to departmental and company success by managing change and initiating improvements in the process and culture of the team
• Handle client escalations and unique issues to ensure world class customer service
• Conduct team meetings to ensure understanding of company and team goals, while improving knowledge of processes and best practices
• Provide insights and feedback to Client Services leadership team and stakeholders drive ongoing improvements
• Interview and hire new representatives, while attracting and retaining top talent to the team
• Collaborate with the Training & Quality team to provide regular coaching feedback to team members and coordinate ongoing training
• Perform queue management and handle client inquiries as needed

Position Requirements:

• 2+ years of management experience or equivalent
• 3+ years of customer service experience (ideally within technical support)
• Familiarity with support software such as ServiceCloud or Zendesk
• Excellent interpersonal, written, and verbal presentation skills
• Strong prioritization skills and the ability to handle multiple priorities simultaneously
• Proven track record of coaching/mentoring individual contributors and/or team leads
• Proactive and positive attitude, ability to react to unforeseen situations
• Strong analytical skills and ability to read and interpret data
• In-depth understanding of support performance metrics
• Excellent problem-solving skills

Perks and Benefits:

• Comprehensive benefits package (medical, dental, vision, life and disability insurance)
• 401k with Company Match
• 15 days paid time off per year
• 7 paid holidays annually
• Ongoing training and educational support
• Business-casual work environment

About NinjaTrader:
NinjaTrader is an investor-backed, growth-stage FinTech company servicing hundreds of thousands of traders by providing award-winning software and brokerage services. We are building products and services which empower active traders to easily analyze and react to data from the world's leading financial markets.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.