Client Support Manager
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Job Description
Client Support Manager managing Client Support Specialists at Breezeway. Leading improvements in support efficiency and client satisfaction through coaching and automation.
Responsibilities:
- Manage and develop a team of Client Support Specialists, providing coaching, feedback, and guidance to drive strong individual and team performance.
- Manage the Support department’s day-to-day operations and work in the support queue when needed.
- Develop and maintain operational procedures, workflows, and quality standards to ensure consistent delivery of excellent customer service.
- Review and handle escalated client issues from Client Support Specialists.
- Track and report on key support metrics related to efficiency, customer satisfaction, quality, and accuracy.
- Perform regular audits of client interactions to maintain high support quality standards.
- Work closely with Engineering to troubleshoot, investigate, and resolve technical product issues.
- Hire and onboard new Client Support Specialists as the team grows.
- Collaborate with Sales, Client Success, Product, and Engineering to improve the overall client experience.
- Identify opportunities to reduce support demand through knowledge base improvements, self-service tools, and AI-driven automation.
- Partner with RevOps to implement AI-enabled support capabilities such as automated responses, knowledge assistants, and workflow automation.
- Analyze support trends and client interaction data to identify recurring product issues and opportunities for operational improvement.
- Surface product friction points from support interactions and partner with Product and Engineering to prioritize fixes that improve the client experience and reduce future support volume.
- Provide support as needed for the Assist product and call center operations.
- Some weekend work may be required in the event of emergencies or widespread product issues.
Requirements:
- 3+ years of experience managing a support or client success team and driving team performance.
- A “customer-first” mentality with a focus on delivering an exceptional client experience.
- Experience building successful teams and creating scalable, data-driven support processes.
- Experience supporting a technical SaaS product and working closely with Product and Engineering teams to troubleshoot and resolve client issues.
- Experience leveraging automation, knowledge management systems, or AI-driven tools to improve support efficiency is strongly preferred.
- Comfort evaluating and implementing modern support technologies such as AI chat assistants, knowledge automation, and workflow automation tools.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities while maintaining strong attention to detail.
- Proficient with CRM systems and customer engagement platforms.
- Strong time management and prioritization instincts.
- The Client Success team is distributed across multiple states, so the ability to work autonomously from home is important.
Benefits:
- Breezeway is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status.
- We embrace diversity and are committed to creating an inclusive workplace.
- We believe that respect fosters open-mindedness and curiosity, enabling us to gain valuable perspectives from our teammates, the market, and our clients.
- All qualified applicants will receive consideration for employment without regard to these factors.
- If you need accommodation during the application process, please let us know.
- We're a remote-first company with team members across the U.S. and globe, but we currently hire only in the following states and countries.
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