Manager, Client Support

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

📋 Description

• Directs, mentors, and cultivates a global team of Client Support Analysts and/or Client Support Engineers on either a Level 1 or Level 2 team.

• Manages the hiring, onboarding, and continuous training processes to develop strong technical, communication, and client service skills.

• Conducts regular one-on-one meetings, performance evaluations, skill assessments, and discussions related to career development.

• Guides team members in structured troubleshooting, documentation quality, escalation resolution, and effective communication with clients.

• Fosters a high-performance, client-oriented culture emphasizing collaboration, accountability, and ongoing learning.

• Supervises daily support workflows for designated teams and queues, ensuring cases are prioritized, advanced, and resolved per established performance expectations and operational models.

• Ensures that the Client Support team adheres to standards for case hygiene, documentation thoroughness, incident qualification, and escalation readiness.

• Tracks SLA performance, backlog health, customer satisfaction (CSAT), time-to-resolution, and escalation volume using relevant success metrics for the team.

• Acts as the accountable leader for complex or sensitive client issues within the client support scope, ensuring appropriate technical ownership and timely decision-making.

• Coordinates resolution efforts across Client Support, Engineering, Platform Support, Product, and other stakeholders as necessary.

• Advocates for the voice of the client by identifying trends, recurring issues, and systemic risks.

• Collaborates closely with Product, Engineering, Implementation, Technical Account Management, and Client Success teams to address systemic issues and enhance the overall client experience.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.

• 5+ years of experience in client-facing technical support positions within a SaaS or technology environment.

• 2+ years of leadership experience managing frontline and/or advanced technical support teams, including remote or distributed teams.

• Strong understanding of SaaS support environments, case management systems (e.g., Salesforce Service Cloud or ServiceNow), automated case routing, and support performance metrics.

• Demonstrated ability to coach, develop, and inspire teams to uphold high service and quality standards.

• Experience in managing escalations, incident and outage response, process improvement, and knowledge management initiatives.

• Exceptional communication, judgment, and problem-solving abilities.

• Familiarity with SQL, XML, JavaScript, or similar technical tools is advantageous.

• Experience supporting global or distributed teams is preferred.

• Willingness to travel up to 10%, as required.

🏝️ Benefits

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses.

• Paid Time Off – Flexible options along with 10 paid company holidays where applicable.

• Fully Covered by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance.

• Generous family leave options—including adoption and foster care placements.

• Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account.

• Retirement Savings – 401(k) with company match up to 4%.

• Employee Assistance Program (EAP) – Confidential & Free support for employees facing personal or work-related challenges.

• Education Assistance Program – to support employees in pursuing industry/role-specific certifications.

• Wellness Benefits – reimbursement program to encourage healthy habits and enhance colleague productivity and stress management.

• Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage.