Client Services Manager

About the role

The Client Service Representative (CSR) team serves as a critical support channel for client accounts across the business. As the Client Services Manager, you'll lead a team focused on delivering exceptional service, resolving client issues, and creating positive client experiences while helping shape the future of the organization. This is an exciting opportunity to join a team during a period of significant transformation and growth. You'll play a key role not only in leading people, but also in helping establish stronger processes, improve operational efficiency, and build a more scalable service model that supports future business needs. As a Client Services Manager, you'll lead, coach, and develop a team of Client Service Representatives while overseeing day-to-day service delivery, escalation management, process improvement initiatives, and operational planning. You'll partner closely with Sales, Account Management, Operations, Product, and Leadership teams to help drive client satisfaction, retention, and business success. This role is ideal for a leader who can balance strategic thinking with a willingness to remain connected to day-to-day service operations.

Responsibilities

• Leading, coaching, and developing a team of Client Service Representatives
• Establishing team performance expectations and providing ongoing feedback and development support
• Serving as the primary escalation point for complex client concerns and service issues
• Monitoring service quality, response times, client satisfaction, and service delivery metrics
• Driving process improvement, workflow efficiency, and operational excellence initiatives
• Managing staffing, scheduling, workload balancing, and workforce planning
• Partnering with Account Management, Sales, Product, Operations, and Leadership teams to improve service outcomes
• Supporting organizational change initiatives and helping build scalable service processes
• Monitoring team performance, service levels, and operational KPIs while implementing corrective actions when needed
• Providing frontline insights that help improve products, services, and overall client experience

Requirements

• Prior people leadership experience
• Experience managing client escalations and complex service issues
• Strong customer service leadership background
• Experience coaching, mentoring, and developing teams
• Strong communication and stakeholder management skills
• Ability to work effectively across multiple functions and departments
• Experience improving operational processes and service delivery
• Strong problem-solving and decision-making skills
• Ability to balance client needs with business objectives