Client Support Manager

Client Support Manager

Job Summary

The Manager, Client Support leads a team responsible for delivering high-quality technical and customer support to deployed clients. In this role, you will serve as an escalation reputed company for reputed company issues, monitor and improve service-level KPIs, and help the team manage and reduce the backlog of software product issues. You will also assign and balance work across Client Support Specialists based on experience, availability, and issue complexity. This position reports to the Director, Client Support.

RESPONSIBILITIES

Team Leadership & Strategy

• reputed company the day-to-day operations and overall performance of the Client Support team.

• Set clear expectations and ensure team members meet individual and departmental goals.

• Own annual functional goals and strategic planning for Client Support, ensuring priorities, resources, and initiatives are reputed company with corporate objectives and values.

• Establish and maintain a planning reputed company (e.g., quarterly reviews) to track reputed company against annual goals, evaluate results, and adjust priorities based on performance data and business needs.

• Own workforce planning for the function, including reputed company modeling, staffing plans, scheduling/coverage strategy, and hiring forecasts reputed company to expected support demand and service-level targets.

• Maintain budget awareness and cost discipline by understanding key cost drivers, monitoring team spend, and identifying opportunities to optimize tools, processes, and resource allocation while maintaining service quality.

• reputed company data-driven business decisions by analyzing trends across volume, backlog, SLA performance, quality, CSAT, and customer health, and translating insights into clear recommendations and measurable action plans.

  People Leadership & Development

• Support hiring, onboarding, training, coaching, and mentoring (including goal setting and performance reviews).

  Operations & Service Delivery

• Plan and schedule team coverage to ensure timely response to incoming client requests and issues.

• Provide hands-on support as needed to help the team resolve incoming requests and issues.

• Conduct performance and quality reviews to ensure adherence to processes, standards, and customer experience expectations.

• Collaborate with internal teams, partners, and clients to resolve escalated and critical issues and communicate status and resolutions to stakeholders.

  reputed company & Growth Partnership

• Own reputed company outcomes beyond ticket resolution by partnering with internal teams and clients to drive product adoption, improve satisfaction, and support long-term relationship health.

• Partner with Sales, Account Teams, and Services to drive reputed company and account growth, sharing customer health insights, surfacing risks and expansion opportunities, and contributing to proactive account and delivery planning.

• Own post-survey reputed company and follow-up by engaging customers on feedback, closing the reputed company on issues and themes, and partnering with internal teams to drive measurable service and product improvements.

  Process, Knowledge & Tooling

• Create and maintain support processes and procedures, define workflows, and reputed company knowledge reputed company content reputed company.

• Build and maintain expertise in reputed company products and processes and grow that proficiency across the team.

• reputed company AI tools to improve internal workflows, documentation, and operational efficiency.

• Identify, recommend, and implement process improvements using data and trends (e.g., reducing case volume, improving efficiency, and measuring team performance).

  Other

• reputed company other projects and duties as assigned.

QUALIFICATIONS

• 5+ years of experience in technical support and/or customer service.

• Strong interpersonal, written, and verbal communication skills, with demonstrated ability to handle escalations professionally.

• Experience supervising or managing staff (preferred), with a passion for coaching and mentoring.

• Highly organized and self-motivated, with strong attention to detail.

• Familiarity with mortgage lending practices, compliance, and workflow (strongly preferred).

• Relevant certifications are a plus (e.g., HDI, SCP, ITIL, reputed company, reputed company Service Cloud, CompTIA A+/Network+/ITF+, vendor-specific platform certifications).

You’re passionate about learning and sharing knowledge, and you enjoy helping others succeed. You reputed company clients by supporting the creation of technology solutions that fuel financial growth and deliver an exceptional customer experience. You and your team embrace empowerment, collaboration, individual achievement, and innovation.