Manager of Client Support

Responsibilities

Lead, coach, and develop a team of Client Support Specialists, including both senior and developing team members.

Establish clear team priorities, performance expectations, accountability measures, and follow-through for assigned work.

Maintain leadership presence and availability during high-volume periods, client escalations, incidents, and major support transitions.

Identify training needs and skill gaps, and implement development plans that strengthen team capability and product knowledge.

Own the day-to-day operating rhythm for Client Support, including queue review, ticket triage, workload balancing, escalation tracking, backlog health, and follow-through on aging or high-risk tickets.

Oversee support operations across assigned products, including issue intake, investigation, resolution timelines, client communication, and closure quality.

Serve as an escalation point for complex client issues, high-priority incidents, and situations requiring coordination across teams.

Ensure adherence to support processes, service standards, documentation requirements, response expectations, and escalation paths.

Monitor queue health and proactively address aging work, unclear ownership, SLA risk, escalation delays, and workload imbalance.

Establish, monitor, and report on key support metrics that provide visibility into team performance, client demand, product trends, SLA risk, escalation volume, capacity, and recurring issues.

Analyze support data to identify patterns, root causes, operational inefficiencies, staffing needs, training opportunities, product fixes, and ways to reduce recurring support issues.

Own and improve the support knowledge base so documentation is accurate, easy to find, reusable, and aligned to common client issues, internal workflows, SOPs, playbooks, and future support needs.

Partner with Product, Engineering, DevOps, Client Delivery, Client Success, and external vendors to define ownership across Tier 1, Tier 2, Tier 3, and vendor/product escalation paths.

Contribute to incident management, root cause analysis, client communication, and post-incident improvement efforts.

Support critical client conversations and escalations when needed, ensuring clients receive timely, transparent, and professional communication.

Partner with leadership to align support operations with organizational goals, product growth, and the expansion of support across additional SaaS offerings.

Requirements

5+ years of experience in customer support, technical support, client services, or support operations within a SaaS, software, or technology environment.

3+ years of direct people management experience leading client support, technical support, or support operations teams.

Demonstrated experience managing support operations using KPIs, dashboards, reporting routines, and performance metrics.

Proven ability to use data to identify trends, drive improvements, inform staffing needs, and make operational decisions.

Experience leading support operations in a multi-product environment with competing client, product, and internal priorities.

Experience overseeing escalations and complex client issues from intake and investigation through resolution and follow-up.

Strong analytical and problem-solving skills, including root cause analysis and process improvement.

Strong judgment in balancing hands-on support needs with team leadership, delegation, and operational improvement.

Excellent written, verbal, and interpersonal communication skills.

Able to collaborate effectively across technical and non-technical teams.

Experience coaching, mentoring, and developing team members with varying levels of experience.

Strong organizational skills and ability to manage competing priorities in a fast-paced environment.

Experience managing support workflows in tools like Atlassian Jira and Azure DevOps (ADO), including ticket tracking, escalation coordination, and reporting.

Bachelor’s degree or equivalent professional experience.

Preferred Qualifications

Experience scaling support organizations from reactive ticket handling toward repeatable processes, knowledge management, automation, and proactive trend analysis.

Experience building or maintaining support documentation, internal knowledge bases, SOPs, playbooks, or AI-ready content repositories.

Experience working in healthcare technology, government, or other regulated environments.

Experience supporting multiple SaaS products or complex enterprise software platforms.

Experience partnering with Product, Engineering, DevOps, Client Delivery, Client Success, and external vendors to resolve client issues and improve support workflows.