Manager, Client Support

1. About Our Client:The organization operates within the summer camp software industry, providing digital transformation solutions to support camp operations. With over 20 years of experience, it has established a stable and growing customer base by delivering software that enhances meaningful experiences for children attending summer camps. The organization emphasizes innovation, including the use of AI-enabled technology, and maintains a values-led culture recognized consistently over multiple years. 2. About the Opportunity:The Manager, Client Support role is responsible for leading the Client Support team to deliver timely, comprehensive responses to client and internal inquiries. This position ensures service levels are met or exceeded, drives continuous improvement in support processes, and acts as a key liaison between clients and the organization. The role contributes by maintaining high-quality client service, supporting team development, and managing operational aspects of the support department. 3. Responsibilities:Lead, manage, and coach the Client Support team to meet KPIs and service standardsPartner on hiring, onboarding, and staffing decisionsManage daily team operations including queue and shift schedulingAdminister support tools such as call-routing and CRM systemsMaintain current team knowledge resources and training materialsCommunicate with clients regarding product issues and resolutionsServe as escalation point for client issues across communication channelsCollaborate on procedural improvements within the departmentRepresent Client Support in stakeholder meetings and special projects 4. Requirements:Prior managerial or leadership experience with strong prioritization skillsExcellent communication and active listening skills with ability to de-escalate situationsExperience coaching team members through development and performance discussionsProficiency with MS Office and web applications; ability to manage support software toolsAbility to multitask while meeting service-level targetsCollaborative and team-oriented working styleKnowledge of the summer camp industry is a plus but not required 5. Pay Range and Compensation Package:Target hiring range is $68,800 to $103,200 with eligibility for a $7,000 annual bonusActual compensation will depend on experience and skills 6. Benefits & Perks:Medical, dental, and vision insurance with generous employer contributions$500 employer contribution to health savings accounts for eligible plansRemote work options and flexible location choicesMental health and emotional well-being resources12 weeks of 100% paid parental leave for all new parents401(k) plan with 4% company matchingFlexible paid time off policy$900 yearly wellness allowanceCompany-sponsored subscriptions and training for AI use Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.