Position Details

Salary $92K – $134K USD / year

Type Full-Time

Experience mid

Exp. Years 0

Education Not specified

Category Sales & Business Development

About this role

This role manages a client support team responsible for delivering high-quality technical and customer support to deployed clients. The Manager, Client Support handles complex escalations, improves service-level KPIs, and works to reduce the backlog of software product issues while balancing team capacity and coverage.

Key Responsibilities

Oversee day-to-day operations and performance of the Client Support team
Serve as escalation point for complex issues and provide hands-on support as needed
Monitor and improve service-level KPIs, SLA performance, quality, CSAT, and customer health
Reduce backlog of software product issues by managing work assignment and balancing
Lead workforce planning, staffing plans, coverage scheduling, and coaching/development

Technical Overview

The technical scope is client support operations for deployed software, focusing on service-level KPI monitoring, SLA performance, quality measurement, CSAT, and customer health tracking. The role emphasizes hands-on support as needed and data-driven prioritization and action planning based on support performance trends.

Ideal Candidate

The ideal candidate is a client support or customer support operations manager who leads a support team delivering high-quality technical support to deployed clients. They have strong experience improving service-level KPIs (including SLA performance and CSAT), reducing software issue backlogs, and using workforce planning and data-driven decisions to optimize coverage and staffing.

Must-Have Skills

lead a team responsible for delivering high-quality technical and customer supportserve as an escalation point for complex issuesmonitor and improve service-level KPIsmanage and reduce the backlog of software product issuesassign and balance work across Client Support Specialistsdata-driven decisions analyzing trends across SLA performancequalityCSATand customer healthplan and schedule team coverage

Required Skills

technical and customer supportescalation managementservice-level KPIsbacklog managementSLA performanceCSATcustomer healthworkforce planningcapacity modelingstaffing plansscheduling/coverage strategybudget awarenessdata-driven business decisionsquarterly reviewscoaching mentoringperformance reviews

Hard Skills

technical and customer supportservice-level KPIsbacklog managementsoftware product issue managementescalation managementwork assignment and balancingcapacity modelingworkforce planningstaffing plansscheduling/coverage strategyhiring forecastsbudget awarenesscost disciplinetool optimizationprocess optimizationdata-driven business decisionstrend analysis across volumebacklogSLA performancequalityCSATand customer healthaction plan creationplanning cadence (quarterly reviews)hands-on supporthiringonboardingtrainingcoachingmentoringperformance reviewsgoal setting

Soft Skills

team leadershipstrategy settingmanaging prioritiesmentoringcoachingclear expectation settingdata-driven communicationcustomer-focused mindsetescalation point professionalism

Industry & Role

Industry SaaS

Job Function Lead and optimize client support operations for deployed clients, improving KPIs and reducing software issue backlog.

Role Subtype Customer Success Manager

Keywords for Your Resume

Client Support ManagerManagerClient Supporttechnical and customer supportescalation pointservice-level KPIsbacklogsoftware product issuesClient Support Specialistsworkforce planningcapacity modelingstaffing plansscheduling/coveragehiring forecastsbudget awarenesscost disciplinedata-driven business decisionsSLA performanceCSATcustomer healthplanning cadencequarterly reviewshands-on supporthiringonboardingtrainingcoachingmentoringperformance reviewsbacklog management

Deal Breakers

Must have experience leading client support/technical support teams, Must have experience using SLA performance and CSAT/customer health metrics to drive actions

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