Manager, Client Support

Responsibilities

• Leads, mentors, and develops a global team of Client Support Analysts and/or Client Support Engineers on a Level 1 or Level 2 team.
• Oversees hiring, onboarding, and ongoing training to build strong technical, communication, and client service capabilities.
• Conducts regular 1:1s, performance reviews, skill assessments, and career development conversations.
• Oversees daily support workflows for assigned teams and queues, ensuring cases are triaged, progressed, and resolved according to defined performance expectations and operating models.
• Maintains standards for case hygiene, documentation completeness, incident qualification, and escalation readiness.
• Monitors SLA performance, backlog health, CSAT, time-to-resolution, and escalation volume using team-appropriate success measures.
• Uses trend analysis to optimize workload distribution, staffing, and operational efficiency.
• Ensures the team meets standards for advanced troubleshooting rigor, defect flagging, root cause validation, and Platform Support handoff readiness.
• Serves as the accountable owner for complex or sensitive client issues within client support scope of work, ensuring appropriate technical ownership and timely decision-making.
• Coordinates resolution efforts across Client Support, Engineering, Platform Support, Product, and other stakeholders as needed.
• Ensures proactive, clear communication with internal teams and clients during active investigations.
• Leads post-incident reviews and root cause analyses, driving follow-up actions and shared learning.
• Champions the voice of the client by identifying trends, recurring issues, and systemic risks.
• Promotes professional development and internal mobility within the Client Support career family.
• Partners with product and technical experts to translate technical knowledge into Level 1 and Level 2-specific training materials.
• Surfaces actionable insights to Product, Engineering, and Client Success to drive long-term improvements to experience and the Origami product.
• Cross-functionally collaborates with Product, Engineering, Implementation, Technical Account Management, and Client Success to resolve systemic issues and improve end-to-end client experience.
• Collaborates across support roles and functions to ensure smooth handoffs, clear escalation ownership, and consistent service delivery.
• Contributes to broader initiatives that enhance support effectiveness, operational scalability, and product quality.

Qualifications

• 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 roles within a SaaS or technology environment.
• 2+ years of people leadership experience overseeing 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), and automated case routing and support performance metrics.
• Proven ability to coach, develop, and motivate teams to maintain high service and quality standards.
• Experience managing escalations, incident and outage response, process improvement, and knowledge management initiatives.
• Excellent communication, judgment, and problem-solving skills.
• Familiarity with SQL, XML, JavaScript, or similar technical tools is a plus.
• Experience supporting global or distributed teams is preferred.
• Willingness to travel up to 10%, as needed.