Manager, Client Support Operations

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

📋 Description

• Lead, mentor, and develop members of the Client Support Operations team, encompassing performance management, goal-setting, and professional growth.

• Participate in the recruitment, onboarding, and workforce planning processes.

• Oversee daily support operations for assigned products or solution areas.

• Take ownership of the team's operational performance, service levels, response times, and resolution standards.

• Utilize AI-driven analytics, operational metrics, and service data to pinpoint risks, trends, adoption gaps, and areas for improvement.

• Monitor team performance and implement corrective actions when targets are not achieved.

• Manage complex, high-impact client issues and escalations until resolution.

• Enhance client satisfaction and service quality through prompt issue resolution and effective communication.

• Ensure compliance with service commitments, escalation protocols, documentation standards, and knowledge management practices.

• Collaborate with Product, Engineering, Platform, Client Success, Training, and other stakeholders to address issues and improve results.

• Drive root cause analysis and formulate corrective action plans.

• Foster operational discipline, continuous improvement, collaboration, and a client-centric approach.

• Contribute to operational readiness and support planning for products, releases, enhancements, and business initiatives.

• Prepare and present operational updates, issue trends, and team performance insights to leadership.

• Perform additional duties that support the overarching objectives of the position.

⛳️ Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field, or an equivalent combination of education and experience.

• Over 6 years of experience in technical support, application support, client services, or related operational support roles.

• At least 2 years of experience in people leadership, focusing on coaching, performance management, and team development.

• Proven experience in managing escalated client issues within a client-facing support environment.

• Proficiency in utilizing operational metrics and service data to track performance and drive enhancements.

• Experience working collaboratively with product, engineering, or service teams to resolve complex client challenges.

• Previous experience with enterprise software, SaaS platforms, or healthcare technology solutions is preferred.

• ITIL or equivalent service management certification is preferred.

• Leadership, operations, or project management certifications are preferred.

• Comprehensive knowledge of client support operations, service delivery, enterprise technical/application support, escalation management, workforce planning, service metrics, root cause analysis, continuous improvement, knowledge management, cross-functional collaboration, and client relationship management.

• Strong skills in team leadership, complex escalation management, operational data analysis, process enhancement, cross-functional collaboration, communication, prioritization, accountability, problem-solving, decision-making, and operational planning.

• Ability to lead a responsible, client-focused support team; balance leadership with client needs and operational priorities; analyze data; coach employees; build relationships; adapt to shifting priorities; maintain documentation and process compliance; support multiple products; and manage competing deadlines.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and growth.

• Supportive and inclusive work culture.