Client Support Manager

Responsibilities

• Lead, coach, and develop a team of Customer Support Associates and Specialists
• Establish clear performance expectations around response times, case quality, documentation, and client communication
• Monitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
• Conduct regular 1:1s, performance reviews, and skill development planning
• Create a culture of ownership, urgency, and continuous improvement
• Analyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks
• Identify inefficiencies in workflows, documentation, and system configurations
• Act as a liaison between Support and internal operational teams

• 5+ years of experience in customer support, logistics, supply chain, or operational management
• 2+ years of direct people management experience
• Strong analytical skills with the ability to interpret and act on large datasets
• Extreme attention to detail and strong organizational skills
• Experience working within CRM systems (Salesforce preferred), WMS, and OMS platforms
• Proven ability to build or improve processes in fast-paced, evolving environments
• Clear, proactive communicator with strong written and verbal skills
• Self-starter mindset with comfort operating in ambiguity
• Ability to travel up to 20% annually (1 to 2 monthly business trips)