Client Support Manager

What You'll Own

Lead and develop a high-performing team

• Run a consistent coaching cadence: structured weekly 1:1s where reps come prepared with their own agenda and a self-assessment, plus one to two hours of side-by-side coaching every week.
• Deliver feedback in the moment, not just at review cycles.
• Run consistent QA case reviews and coach to performance candidly.
• Build individualized development plans and clear career maps so every rep knows what growth looks like and how to get there.
• Own new hire ramp post-training to independent productivity.

Own your team's service metrics

• Hold the line on CSAT, first-time resolution, time to resolve, SLA, and utilization, and drive them proactively rather than reacting once they slip.
• Develop your team into confident upsellers. Coach reps on spotting and positioning the right opportunities, grow that skill through hands-on practice, and keep each person accountable to their handoffs and revenue contribution with weekly check-ins.
• Use Salesforce and reporting tools to audit performance, surface trends, and make decisions from data rather than anecdote.

Set the standard for client experience

• Define and model what "excellence" looks like across chat, voice, and email interactions.
• Treat client impact as the north star. Go beyond closing the ticket and look for the moment that earns a client's loyalty.
• Own escalations directly. Step in before it escalates; engage with clients meaningfully; triage cross-functional situations with clear communication, accountability, and follow-through until resolution.
• Build strong cross-functional partnerships with Onboarding, Client Success, Sales, Product, and Engineering to drive customer advocacy across the company.

Lead with AI

• Be AI-forward in your own practice and make AI fluency a team capability, not a personal hobby.
• Streamline and automate the workflows that slow your team or your clients down.
• Translate new tools into repeatable team frameworks, and model the behavior you expect from the team.

What We're Looking For

• 2+ years managing a product or client support team (real estate or SaaS experience is a plus).
• 5+ years of direct client support experience.
• A track record of leading support operations in a startup or high-growth environment.
• A proven people developer who genuinely enjoys growing and upskilling the people around you.
• An analytical and methodical problem solver with strong organizational skills and the ability to turn data into action.