Client Care Manager
Listed on 2026-02-18
-
Management
Client Relationship Manager, Operations Manager
Client Care Manager (Team Lead – Home Services Industry)
Norway Hill Home Inspections, Hancock, NH
Full-Time [Hybrid]
Lead the Experience. Elevate the StandardNorway Hill Home Inspections is seeking a Client Care Manager to lead and develop our Client Care Team. This role is not an entry-level customer service position — it is a leadership role focused on team performance, client experience excellence, and operational accountability.
You will oversee a small team responsible for handling inbound inquiries, scheduling inspections, and supporting clients and agents. Your mission is to ensure every interaction reflects professionalism, clarity, and efficiency.
If you are a strong leader who thrives on accountability, performance metrics, and delivering an exceptional client experience — we want to talk to you.
What You’ll Do Team Leadership & Accountability- Manage, coach, and develop a small Client Care team
- Set daily/weekly performance expectations and KPIs
- Monitor call quality, response times, and booking conversion rates
- Conduct performance reviews and ongoing coaching sessions
- Create a culture of urgency, ownership, and service excellence
- Ensure consistent, high-level communication standards
- Monitor client satisfaction and post-inspection follow-up processes
- Resolve escalated client concerns professionally and efficiently
- Improve systems and workflows to enhance the customer journey
- Oversee scheduling efficiency and calendar optimization
- Track booking metrics and referral sources
- Work closely with ownership to improve processes and growth strategy
Maintain CRM accuracy and reporting
- 3+ years leadership experience in customer service or client care
- Proven experience managing performance metrics and KPIs
- Strong coaching and team development skills
- Highly organized with strong operational awareness
- Clear, confident communicator
- Comfortable using CRMs, scheduling platforms, and performance dashboards
- Experience in real estate, home services, or inspections (preferred)
- Increased booking conversion rates
- Faster response times
- Strong client satisfaction scores
- Improved team accountability and morale
- Growth in repeat and referral business
- Competitive base salary (based on experience)
- Performance-based bonus structure
- Paid time off
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).