CS Manager
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Job Description
Client Service Manager leading remote client support teams for a background and medical screening technology company. Driving KPIs, coaching advocates, and improving compliant service delivery.
Responsibilities:
- Lead, manage, and inspire a team of Client Service Advocates and Team Leads
- Drive team performance across productivity, attendance, quality, and customer experience
- Conduct regular 1:1s, set objectives, and deliver coaching
- Foster continuous learning and support professional development
- Motivate and develop team members through accountability, recognition, and performance feedback
- Champion a customer-centric approach and ensure swift, effective issue resolution
- Design, implement, and improve client service policies, procedures, and standards
- Partner with cross-functional teams and leadership to address client needs and enhance service offerings
- Track and measure client service KPIs, including response time, customer satisfaction, and first-touch resolution
- Generate performance reports and feedback loops to identify trends and improvement opportunities
- Use Domo or comparable platforms to monitor team performance and inform operational decisions
- Build collaborative relationships with operations, account management, and leadership
Requirements:
- 2–5 years of experience in a customer service management or supervisory role
- 2+ years of Level II client support or technical support experience with a commercial application
- Demonstrated ability to lead, coach, and develop a team in a remote or distributed environment
- Strong analytical and data-driven mindset
- Experience with Domo or comparable data visualization and performance tracking platforms
- Proficiency in Microsoft Office Suite
- Experience with CRM and ticketing platforms such as Salesforce, Zendesk, or equivalent
- Excellent written and verbal communication and interpersonal skills
- Strong problem-solving skills with the ability to manage conflict and drive resolution effectively
- Highly organized with strong time management skills and the ability to manage competing priorities independently
- Proven ability to learn and apply new software tools and systems quickly with minimal supervision
- Reliable, secure high-speed internet connection; cable or fiber, with minimum 75 Mbps download / 10 Mbps upload preferred
- Dedicated home office space that is noise- and distraction-free, with a strong wireless or wired Ethernet connection
- Valid physical address; PO Boxes not supported
- Ability and desire to communicate and collaborate with team members via chat and webcam
- H-1B Visa Sponsorship is not available for this role
Benefits:
- Paid healthcare premiums
- Paid life insurance premiums
- Low-cost dental insurance
- Low-cost vision insurance
- Company-paid basic life insurance
- Company-paid Short-Term Disability policy
- Employee assistance program
- 401(k) matching up to 4%
- Time off
- 9 company paid holidays
- 2 additional days of paid time off for volunteer activities
- Learning and development opportunities
- Employee Referral Program
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