Manager, Client

As Manager, Client Experience
, you will lead and optimize a frontline client support team handling phone, chat, and email support
.

This is a hands-on leadership role responsible for developing team members, improving performance, driving key support metrics, and identifying operational efficiencies as the organization continues to scale.

You will coach and develop frontline support professionals while creating a culture of accountability, continuous improvement, and exceptional client service.

This is a hybrid role based in San Francisco and requires a minimum of three days per week in the office. Typical working hours are Monday through Friday, 9:00 a.m. to 6:00 p.m. Pacific Time.

• Lead, oversee, and develop a team of frontline Client Support Specialists.
• Identify training and development needs and provide coaching, mentoring, and resources to improve individual and team performance.
• Set clear expectations and hold team members accountable for achieving performance goals and KPIs.
• Empower team members to take ownership of client issues and continuously look for ways to improve the client experience.
• Recognize strong performance and create an engaging, positive team environment.
• Support career development, performance management, and employee retention.
• Participate in hiring, onboarding, and training new team members.

• Manage performance against key client support metrics including CSAT, ASA, SLA, handle time, call abandonment, productivity, and service levels
  .
• Ensure team members understand their individual KPIs, performance expectations, and client service standards.
• Analyze operational data and reporting to identify trends, performance gaps, and opportunities for improvement.
• Develop and distribute daily, weekly, and monthly reporting on team productivity and performance.
• Conduct regular team and individual meetings to review performance, address issues, and establish goals.
• Use data to make informed decisions regarding staffing, scheduling, processes, and client support operations.

• Champion the voice of the client throughout the organization.
• Ensure client feedback is captured, reviewed, and communicated to appropriate internal stakeholders.
• Partner cross-functionally with Product, Sales, Engineering, Marketing, Operations, and other teams to identify opportunities to improve the client experience.
• Own and resolve escalated client issues originating from frontline support.
• Identify recurring client pain points and help develop scalable solutions.

• Identify inefficiencies and implement processes, programs, and technology improvements that increase service levels and operational efficiency.
• Partner with IT and other departments to maximize the effectiveness of client support systems and technology.
• Monitor staffing levels and employee schedules to ensure appropriate client coverage.
• Manage timecards, PTO, sick time, attendance, and other administrative responsibilities for hourly team members.
• Ensure adherence to established policies, procedures, and client service standards.
• Maintain processes that allow frontline team members to share information, identify issues, and communicate best practices.
• Develop and maintain ongoing training programs and support documentation.
• Help prepare the organization for new products, services, processes, and organizational changes while maintaining strong performance across existing services.

• Identify operational and people-related gaps and implement strategies that allow the client experience organization to scale effectively.
• Stay informed about client support and customer experience industry trends, technology, and best practices.
• Help maintain a strong talent pipeline for client support professionals.
• Partner with leadership and People Operations on employee development, engagement, retention, and organizational initiatives.
• Proactively analyze trends and metrics to develop programs, policies, and initiatives that improve team performance.
• Serve as a resource to other leaders and team members when additional coaching, support, or operational guidance is needed.

• Create an environment built around accountability, collaboration, transparency, and employee development.
• Identify opportunities to improve employee engagement and team morale.
• Model an open, approachable, and authentic leadership style.
• Celebrate individual and team accomplishments while maintaining high…