Client Services Manager

Primary Responsibilities

• Directly manage the Client Services Supervisor(s), providing coaching, performance feedback, and day-to-day direction.
• Lead, coach, and develop the full Client Services team, building bench strength and supporting career growth.
• Conduct regular one-on-ones with direct reports; ensure Supervisors are doing the same with their teams, with conversations properly recorded in HRIS.
• Own hiring, onboarding, and performance management for the department in partnership with HR.
• Structure the department for efficiency while maintaining world-class service standards.

Operations & Service Quality

• Ensure all Client Services channels (phone, email, chat) are meeting SLA and quality standards.
• Own and report on key CX metrics (CSAT, first-response time, resolution time, etc.) to the SVP.
• Review and continuously improve Client Services procedures, policies, and training materials.
• Serve as the escalation point for complex client issues and cross-departmental service breakdowns.
• Manage the team's timesheets and approve prior to payroll deadlines.
• Own Client Services department meetings and metrics reviews.

Cross-Functional Collaboration

• Partner with Operations, Marketing, DTC, and Tech teams to identify and resolve client experience pain points.
• Represent Client Services in cross-functional discussions, surfacing trends and data-backed recommendations.
• Support the SVP in developing and executing the department's roadmap and long-term goals.

Client Services Departmental Goal

Provide the highest possible quality of service to our clients.

Core Values

• Collaboration
• Diverse & Inclusive
• Curious
• Data/Insight Driven
• Accountability
• Fun

Essential Functions

• Set and uphold standards of superior client service across the department.
• Handle high-level client escalations and ensure successful resolution.
• Identify trends in client feedback and provide data-backed recommendations to the SVP.
• Oversee complex issue resolution involving client communication, order processing, fulfillment, or logistics.
• Administer and oversee training for the Client Services team.
• Recommend potential projects to the SVP aimed at improving the department's efforts.

Requirements

• Bachelor's degree preferred, or equivalent experience.
• 4+ years of experience managing client-facing teams, including experience managing supervisors or leads (manage-the-manager experience).
• Strong leadership, interpersonal, and communication skills.
• Experience with CX metrics, reporting, and process improvement.