Manager, Client Support

campminder; Deutschland; Hybrid; EUR 59.000 - 89.000; Vollzeit

Benefits dieser Stelle

Remote work within select U.S. states

Hybrid work at Boulder, CO office

Annual bonus up to $7,000

Medical, dental, and vision coverage

HSA contribution

401(k) with company match

12 weeks parental leave

Zusammenfassung

campminder is seeking a Client Support Manager to lead a scalable support team across phone, email, and ticketing channels. You will balance daily operations with people leadership, partnering with senior management on hiring, onboarding, scheduling, and continuous service improvements.

You will coach staff, manage queue operations, and own CRM records while driving high-quality client communications and timely issue resolution. Prior experience in youth programs is a plus.

Qualifikationen

• Prior managerial or team-lead experience.
• Strong communication and active listening skills.
• Ability to coach team members through performance and development conversations.
• Working knowledge of MS Office and web-based applications; able to administer daily support tools.
• Ability to multitask and sustain efficiency against service-level targets.
• Collaborative, team-oriented working style; camp industry experience is helpful but not essential.

Aufgaben

• Lead, coach, and hold the support team accountable to KPIs and service levels, including case and call quality reviews and ongoing professional development.
• Manage daily operations such as queue and case handling, shift and PTO scheduling, capacity planning, and accurate CRM records.
• Serve as the team's point person for the contact-center stack (CRM, phone/queue configuration, workflow automation, issue-tracking) and adapt as tools evolve.
• Maintain team knowledge resources, training, and seasonal refreshers so representatives stay current on platform features.
• Own client-facing communication around product issues, including publishing announcements and closing the loop with clients when bugs are resolved.
• Act as the escalation point for client issues and represent the department in cross-functional stakeholder meetings and special projects.

Kenntnisse

People management

Communication skills

De-escalation

CRM familiarity

Multitasking

Tools

CRM software

Jobbeschreibung

Role overview

This position leads a client support team responsible for delivering timely, high-quality service across phone, email, and ticketing channels for users of a long-standing software platform serving the youth camp industry. The role balances day-to-day operations with people leadership, partnering with senior management on hiring, onboarding, scheduling, and continuous improvement of service processes.

Responsibilities

• Lead, coach, and hold the support team accountable to KPIs and service levels, including case and call quality reviews and ongoing professional development.
• Manage daily operations such as queue and case handling, shift and PTO scheduling, capacity planning, and accurate CRM records.
• Serve as the team's point person for the contact-center stack (CRM, phone/queue configuration, workflow automation, issue-tracking) and adapt as tools evolve.
• Maintain team knowledge resources, training, and seasonal refreshers so representatives stay current on platform features.
• Own client-facing communication around product issues, including publishing announcements and closing the loop with clients when bugs are resolved.
• Act as the escalation point for client issues and represent the department in cross-functional stakeholder meetings and special projects.

Requirements

• Prior managerial or team-lead experience with the judgment to prioritize competing responsibilities.
• Strong communication and active listening skills, including the diplomacy to de-escalate emotionally charged client situations.
• Comfort coaching team members through performance and development conversations.
• Working knowledge of MS Office and web-based applications; ability to administer the software tools that run daily support operations.
• Ability to multitask and sustain efficiency against service-level targets.
• Collaborative, team-oriented working style; camp industry experience is helpful but not essential.

Benefits and work setup

• Target hiring range $68,800–$103,200 with participation in an annual bonus program (eligibility for a $7,000 bonus).
• Remote work within select U.S. states, hybrid at a Boulder, Colorado office, or a mix; reliable high-speed internet required.
• Medical, dental, and vision coverage with generous employer contributions, plus an HSA contribution; 401(k) with company match.
• 12 weeks of fully paid parental leave for all new parents, mental health resources, a wellness allowance, and trust-based PTO.

Nice to have

• Familiarity with the summer camp or youth programs industry.
• Exposure to AI-enabled tools and a willingness to apply them in support workflows.