Client Support Manager

The Client Support Manager is responsible for overseeing the client support team and ensuring exceptional service delivery to our customers. They play a pivotal role in maintaining client satisfaction, resolving issues efficiently, and identifying opportunities to enhance the overall customer experience. The ideal candidate will possess excellent communication skills, leadership abilities, and a strong commitment to customer success.

Key Responsibilities:

Leadership:

• mentor, and motivate the client support team (5 - 10 individuals) to deliver high-quality service.
• day-to-day administrative operations, including schedules and backup duties.
• clear performance objectives and provide regular feedback to team members.
• a positive and collaborative work environment that encourages teamwork and professional growth.
• and evaluates strategies to improve employee performance including performance improvement plans and making final determination on terminations of employment.
• with all departments to find solutions that benefit the overall organization

Client Relationship Management:

• as the primary point of contact for clients, understanding their needs and addressing concerns in a timely manner.
• and maintain strong relationships with clients, becoming a trusted advisor and advocate for their success.

Issue Resolution:

• escalated client issues, working closely with internal teams to ensure prompt resolution.
• effective problem-solving strategies to address client concerns and prevent recurrence.
• detailed records of client interactions and resolutions, maintaining a comprehensive database of support activities.

Qualifications:

• degree in business administration or a related field (preferred).
• experience in client support or customer service management, with a track record of success in a similar role.
• leadership skills with the ability to inspire and motivate team members.
• communication skills, both written and verbal, with a customer-centric approach.
• mindset with the ability to interpret data and make data-driven decisions.
• problem-solving abilities and a proactive attitude towards issue resolution.
• to thrive in a fast-paced environment and adapt to changing priorities.

Benefits:

• salary
• paid health insurance
• retirement savings plan
• time off and holidays
• for annual bonus and monthly commission

INDDEN