Client Support Manager

Job Summary

The Client Support Manager is responsible for leading the client-facing support team and overseeing frontline operations that empower credit union clients to troubleshoot effectively and maximize the value of our software solutions. This role plays a pivotal part in ensuring client satisfaction, promoting product adoption, and upholding high service standards within a dynamic, technology-driven environment.

Supervisory Responsibilities:

• Leads, mentors, and develops a team of support representatives and technical specialists, fostering a culture of continuous learning and accountability.

• Establishes clear team goals and ensures alignment with the company's broader mission and strategic objectives.

• Sets individual performance objectives, monitors progress, and provides regular coaching, feedback, and professional development opportunities.

Duties/ Responsibilities:

• Oversee daily support operations across multiple channels, including phone, email, chat, and ticketing systems (e.g., Zendesk, Jira, Intercom), ensuring accurate and timely handling of client inquiries and account-related transactions.

• Manage case prioritization, escalation workflows, and SLA compliance across core software modules such as digital banking, payments, and third-party integrations.

• Collaborate with onboarding, implementation, and product teams to deliver a seamless post-go-live experience and ensure client success.

• Collect and analyze customer feedback and support data to identify trends, root causes, and actionable insights for continuous improvement.

• Implement tools, strategies, and automation to streamline support processes, reduce resolution times, and enhance overall efficiency.

• Develop and maintain a comprehensive, searchable knowledge base and client-facing self-service resources.

• Establish ongoing training programs to ensure team proficiency in product updates, customer service practices, and operational tools.

• Monitor customer satisfaction, address escalated issues promptly, and implement strategies to enhance client experience.

• Define and execute quality assurance processes to evaluate service performance and identify opportunities for improvement.

• Design and test contingency plans to ensure uninterrupted support operations during crises or unplanned events.

• Drive a culture of operational excellence by establishing support best practices, standardizing procedures, and promoting accountability.

• Performs other related duties as assigned.

Required Skills/ Abilities:

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.

• Excellent organizational skills and attention to detail.

• Strong analytical and problem-solving skills.

• Strong supervisory and leadership skills.

• Proficiency with support platforms (e.g., Zendesk, Salesforce Service Cloud) and issue tracking systems (e.g., Jira).

• Proficient with Google Workspace or related software.

Education and Experience:

• Bachelor’s degree in Business, IT, or related field.

• Five (5) or more years in customer support, with two (2) or more years in a leadership role at a SaaS or fintech company.

• Three (3) or more years of experience supporting software solutions used by credit unions, banks, or other financial institutions.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.