Manager, Client Support

Overview

The Manager, Client Support leads a global team of Client Support Analysts and/or Client Support Engineers responsible for delivering high-quality frontline and advanced support experiences to Origami clients. This role ensures consistent, timely, and effective resolution of client inquiries while creating a culture of accountability, technical excellence, and continuous improvement.

The Manager may oversee either a Level 1 Support team or a Level 2 Support team. Leadership focus, coaching approach, performance expectations, and operational rigor are tailored to the technical depth, risk profile, and client impact of the team they support, while ensuring consistent support standards and client experience outcomes across the organization.

The Manager, Client Support is accountable for day-to-day support operations, people leadership, escalation integrity, incident oversight, and cross-functional collaboration. This role leverages data, client insights, and team feedback to improve workflows, strengthen documentation and enablement, and influence scalable solutions across Product, Engineering, Platform Support, and Client Success.

Starting base pay for this role is between $128,000 and $160,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match.

We offer vacation and sick leave benefits (under a flexible time off policy in most states).

• Leads, mentors, and develops a global team of Client Support Analysts and/or Client Support Engineers on a Level 1 or Level 2 team
• Oversees hiring, onboarding, and ongoing training to build strong technical, communication, and client service capabilities
• Conducts regular 1:1s, performance reviews, skill assessments, and career development conversations
• If overseeing Level 1 team:
  Coaches team members on structured troubleshooting, documentation quality, escalation remediation, and effective client communication
• If overseeing Level 2 team:
  Coaches team members on advanced technical investigation, defect validation, incident leadership, and cross-functional technical collaboration
• Creates a high-performance, client-focused culture rooted in collaboration, accountability, and continuous learning
• Promotes professional development and internal mobility within the Client Support career family

• Oversees daily support workflows for assigned teams and queues, ensuring cases are triaged, progressed, and resolved according to defined performance expectations and operating models
• Ensures the Client Support team meets standards for case hygiene, documentation completeness, incident qualification, and escalation readiness
• If overseeing Level 2 team:
  Ensures the team meets standards for advanced troubleshooting rigor, defect flagging, root cause validation, and Platform Support handoff readiness
• Monitors SLA performance, backlog health, CSAT, time-to-resolution, and escalation volume using team-appropriate success measures
• Uses trend analysis to optimize workload distribution, staffing, and operational efficiency
• Is accountable for new or modified workflow creation and implementation into support operations to evolve case management as client and business needs grow

• Serves as the accountable owner for complex or sensitive client issues within client support scope of work, ensuring appropriate technical ownership and timely decision-making
• Coordinates resolution efforts across Client Support, Engineering, Platform Support, Product, and other stakeholders as needed
• Ensures proactive, clear communication with internal teams and clients during active investigations
• Leads post-incident reviews and root cause analyses, driving follow-up actions and shared learning

• Champions the voice of the client by identifying trends, recurring issues, and systemic risks
• Ensures team-specific knowledge bases, playbooks, and enablement resources are current and consistently used
• Partners with product and technical experts to translate technical knowledge into Level 1 and Level 2-specific training materials
• Surfaces actionable insights to Product, Engineering, and Client Success to drive long-term improvements to experience and the Origami product

• Partners closely with Product, Engineering, Implementation, Technical Account Management, and Client Success to resolve systemic issues and improve end-to-end client experience
• Collaborates across support roles and functions to ensure smooth handoffs, clear escalation ownership, and consistent service delivery
• Contributes to broader initiatives that enhance support…