Manager Client
Listed on 2026-10-10
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Customer Service/HelpDesk
Customer Service Rep, Client Relationship Management
Description
REPORTS TO: Director of Revenues and Memberships Analytics
SUBORDINATE POSITIONS : Client Service Representative
ABOUT US
We are a purpose-driven company. We believe in the power of hair and how it can make people feel happy, secure, and confident. We offer a complete array of hair loss treatment solutions for all types and stages of hair loss. Our solutions are tailored to perfectly meet the needs of our clients because we want them to love their hair so that they can feel happy, confident and secure.
ABOUT THE ROLE
The Manager Client Experience is responsible for leading the customer service team, ensuring efficient handling of inquiries, complaints, cancellations, and refunds while upholding company standards. This role also builds strong partnerships with Hair Club centers, supports escalated issues, coaches and develops team members, and maintains accurate records to drive continuous improvement and enhance the overall client experience.
YOUR GOAL
96% of clients’ complaints are addressed within 2 business days of receipt
96% of clients’ complaints have an appropriate resolution plan within 5 days of initial contact
96% of necessary refunds and cancellations are accurately processed within 2 business days after all other resolutions are exhausted
YOUR KEY RESPONSIBILITIES
1.Oversee and coordinate the daily activities of the client service team, ensuring all client inquiries, complaints, cancellations, and refunds are handled promptly and in accordance with company standards.
2.Provide coaching, guidance, and performance feedback to team members to support their professional development and ensure consistent service quality.
3.Collaborate with Center Managers and field operations to resolve escalated issues, ensuring alignment with organizational goals and business policy compliance.
4.Maintain accurate records of team performance, service failures, and client feedback, and report findings to leadership for continuous improvement.
5.Perform other reasonable duties as required to assist the department and the company in achieving its goals and objectives.
YOUR QUALIFICATIONS
Bilingual in Spanish preferred
Proven experience in customer support or related roles
YOUR SKILLS
Excellent verbal and written communication skills
Excellent problem-solving and conflict resolution skills
Excellent time management skills with a proven ability to meet deadlines
Strong teamwork and interpersonal skills
Ability to work independently and adapt to the needs of the organization and clients
YOUR WORK ENVIRONMENT
Office environment requiring working with computer systems
May require lifting
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