Manager, Client Services Help Desk

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

📋 Description

• Lead, mentor, develop, and oversee Client Services Help Desk Representatives.

• Set performance expectations and track productivity, service levels, and quality benchmarks.

• Conduct performance evaluations, training, and employee growth activities.

• Manage scheduling and coverage during operational hours.

• Supervise phone, email, chat, and support request channels.

• Ensure prompt resolution of client inquiries, platform issues, and operational challenges.

• Assist with auction creation, listing management, account access, bidder activities, asset removal, and marketplace functionalities.

• Act as an escalation point for complex client, bidder, and internal issues.

• Oversee production support and coordinate the resolution of application, system, and operational issues.

• Collaborate with Product, Technology, and Infrastructure teams on recurring challenges.

• Perform root cause analysis and suggest corrective measures.

• Submit, monitor, and manage IT support requests and escalations.

• Maintain support documentation, knowledge articles, workflows, and standard operating procedures.

• Track help desk metrics and create operational reports for leadership.

• Identify workflow inefficiencies and implement process enhancements.

• Support change management initiatives and new system implementations.

• Participate in user acceptance testing, process validation, and operational readiness activities.

• Oversee client onboarding and online training programs.

• Assist Account Managers with account maintenance, process guidance, territory coverage, and operational requests.

• Help with client reactivation and account cleanup projects.

• Manage Aged FSS initiatives and other operational support programs.

• Coordinate client services, marketplace operations, and system enhancement projects.

• Provide operational leadership during Account Manager absences and ensure business continuity.

• Collaborate with Accounting, Sales Support, Product, Marketing, and Operations teams.

• Accountable for hiring, performance management, employee development, and alignment with organizational goals.

⛳️ Requirements

• Associate's or Bachelor's degree in Business, Communications, Information Systems, Operations, or a related field is preferred.

• Over 5 years of experience in client service, operational support, help desk, or customer support.

• At least 2 years of experience in leadership or team management is preferred.

• Experience in supporting software applications, online marketplaces, or SaaS platforms is preferred.

• Familiarity with ticketing systems, client relationship management systems, and operational reporting.

• Exceptional skills in client service and relationship management.

• Strong verbal and written communication skills.

• Advanced problem-solving and critical-thinking abilities.

• Experience in managing escalations and complex client issues.

• Background in process improvement and operational optimization.

• Proficiency in Microsoft Office, Teams, SharePoint, and related business applications.

• Strong analytical and reporting skills.

• Proven ability to handle multiple priorities and meet deadlines.

• Capability to lead teams in a fast-paced, service-oriented environment.

• Keen attention to detail and commitment to quality.

• Ability to influence and collaborate across departments.

• Capacity to make informed decisions with minimal supervision.

• High standards of integrity, accountability, and professionalism.

• Ability to effectively manage change and lead through uncertainty.

• Access to reliable high-speed internet service and cellular phone coverage.

• A quiet, distraction-free work environment during business hours.

• Ability to communicate effectively through video, phone, and electronic communication.

🏝️ Benefits

• Annual discretionary bonus

• Competitive wages

• Healthcare coverage (medical, dental, vision, prescription drugs, FSAs)

• 401(k) plan

• Paid time off (PTO) and holidays

• Paid parental leave

• Life and disability insurance

• Employee Assistance Program (EAP)

• Opportunities for professional development and tuition assistance

• Occasional travel for meetings, training, or business needs (up to 10%)