Manager, Client Support
$128,000–$128,000 year
RemoteUnited States
Job Summary
Lead a global team of Client Support Analysts and Engineers, overseeing daily workflows, hiring, onboarding, and performance reviews to ensure high-quality resolution of client inquiries. Manage escalation integrity and incident oversight, coaching staff on structured troubleshooting or advanced technical investigation depending on team level. Monitor SLA performance, backlog health, and CSAT metrics while optimizing workload distribution and staffing. Serve as the accountable owner for complex client issues, coordinating resolution across Engineering, Product, and Platform Support, and leading post-incident root cause analyses. Champion the voice of the client by surfacing actionable insights to drive long-term product improvements and ensuring team compliance with security and privacy requirements aligned with NIST 800-53, ISO/IEC 27001, and SOC 2. Work flexible hours including early mornings or late evenings as management action is required.
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
- 5+ years of experience client-facing technical support roles within a SaaS or technology environment
- 2+ years of people leadership experience overseeing frontline and/or advanced technical support teams, including remote or distributed teams
- Strong understanding of SaaS support environments, case management systems (e.g., Salesforce Service Cloud or ServiceNow), automated case routing and support performance metrics
- Proven ability to coach, develop, and motivate teams to maintain high service and quality standards
- Experience managing escalations, incident and outage response, process improvement, and knowledge management initiatives
- Excellent communication, judgment, and problem-solving skills
- Willingness to travel up to 10%, as needed
- Ability to work as early as 7:00 a.m. or as late as 7:00 p.m. CT if management level action is required
Desired Qualifications
- Familiarity with SQL, XML, JavaScript, or similar technical tools is a plus
- Experience supporting global or distributed teams is preferred
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