Client Support Manager

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Lead, manage, and mentor the Client Support team.

• Ensure the team meets KPIs and maintains service standards.

• Conduct feedback and professional development discussions.

• Assess case and call quality to identify coaching opportunities.

• Collaborate with the Senior Support Manager on recruitment, onboarding, and team staffing.

• Oversee case and call queues, shift/PTO scheduling, capacity planning, and maintain accurate CRM data.

• Take ownership of Client Support tools, including call-routing and queue setup.

• Keep team knowledge resources updated and provide seasonal training refreshers.

• Disseminate client-facing announcements and updates regarding product issues.

• Ensure clients are informed when open bugs are resolved.

• Act as an escalation point for client issues through phone, email, and ticketing.

• Suggest and implement enhancements to departmental procedures with the CCEO and the Senior Support Manager.

• Represent Client Support in stakeholder meetings and cross-functional projects.

• Provide coverage as the manager-on-duty and perform other assigned responsibilities.

⛳️ Requirements

• Previous experience in a managerial or leadership role.

• Ability to effectively prioritize competing responsibilities.

• Outstanding communication and active listening abilities.

• Diplomacy and tact to de-escalate emotionally charged client interactions.

• Experience in coaching team members regarding professional growth and performance discussions.

• Proficient in MS Office and proprietary web applications.

• Comfortable managing CRM, contact center, scheduling, workflow automation, and issue-tracking tools.

• Capacity to multitask and maintain efficiency in meeting service-level objectives.

• Collaborative and team-oriented approach to work.

• Familiarity with the summer camp industry is beneficial but not required.

• A reliable, high-speed internet connection is necessary for remote work.

• Must be able to work remotely within designated states in the United States where Campminder has established entities, if opting for remote work.

🏝️ Benefits

• Annual Bonus Program with eligibility for a $7000 bonus.

• Comprehensive medical, dental, and vision insurance options with substantial employer contributions.

• $500 employer contribution for HSA-compatible plans.

• Flexibility to work remotely, in the office, or a combination of both.

• Resources available to support mental health and emotional well-being.

• 12 weeks of fully paid parental leave for all new parents, including those adopting, using surrogacy, or in foster care.

• 401(k) plan with a 4% company match.

• Trust-Based (flexible) PTO policy.

• $900 annual wellness allowance.

• Company-funded subscriptions, training, and support for utilizing AI in both professional and personal contexts.

• Paid loss leave for recovery from miscarriage or stillbirth.

• HSA and wellness allowance contributions can be utilized for childcare, eldercare, adoption fees, and fertility treatments like IVF.