Client Care Manager

Noggin Guru; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Noggin Guru is searching for a strategic and people-first Client Care Manager to lead a multi-functional team that ensures exceptional service delivery in customer support and implement client care operations. This role involves recruiting and mentoring team members, optimizing workflows, and handling client communications to enhance service quality.

Benefits

Generous paid time off and flexible schedules

Paid parental leave

Ongoing learning and development opportunities

Comprehensive benefits package, including health insurance

Flexible remote work environment

Qualifications

• 3-5+ years of experience in client-facing roles.
• 2+ years managing a team.
• Proven track record of improving client-facing processes.

Responsibilities

• Lead and coach Client Care team with ongoing development.
• Optimize processes to improve customer satisfaction.
• Manage customer communications for updates and issues.

Skills

Organizational skills

Communication skills

Project management skills

Tools

Freshdesk

Zendesk

Salesforce

Job description

Direct message the job poster from Noggin Guru

HR Business Partner | Director of HR | Strategic Talent Partner

About Us

Noggin Guru is a fast-growing online learning company focused on serving the Financial Services industry. Our company was founded on the belief that online learning and professional development are the future of our interconnected and heavily digital world, and we are on a mission to connect people to their potential. We specialize in providing organizations with regulatory compliance training, continuing education, and upskilling solutions. Our solutions come in the form of enterprise-wide professional learning memberships, individual subscriptions and courses, continuing education credits, and certifications on an easy-to-use learning platform.

Job Description

We’re looking for a strategic and people-first Client Care Manager to lead and grow a multi-functional team responsible for Customer Support, Implementation, and client communications. You’ll play an active role in recruiting, developing, and mentoring team members as we scale our client care operations and drive service excellence.

You’ll be instrumental in building a strong team culture, coaching individuals through career growth, and ensuring the team is equipped to deliver exceptional service across onboarding, support, and customer migrations. This is a highly collaborative role that requires operational insight, emotional intelligence, and a commitment to empowering others to do their best work.

Key Responsibilities

• Lead and coach Client Care team: Provide ongoing guidance, support, and development opportunities to team members through regular feedback, one-on-one coaching, and mentorship. Foster a culture of continuous learning and collaboration by helping individuals build skills, grow professionally, and achieve performance goals.
• Optimize processes and tools: Continuously improve team workflows, documentation, and support systems to drive efficiency, scalability, and customer satisfaction.
• Develop and execute churn mitigation strategies: Identify at-risk clients through data and feedback and implement targeted strategies to retain and re-engage accounts in collaboration with internal teams.
• Act as the voice of the customer: Gather insights from customer interactions and escalate trends to internal stakeholders to drive service and product enhancements.
• Manage customer communications: Coordinate proactive, clear, and timely communications with customers around updates, issues, and improvements in partnership with Product, Content and Marketing teams.
• Monitor key performance metrics: Track KPIs such as CSAT, ticket volume, , resolution times, product adoption and engagement, onboarding completion, and churn rates to inform strategy and operational improvements.

Qualifications

• 3-5+ years of experience in client-facing roles such as Customer Support, Customer Success, or Implementation
• 2+ years of experience managing a team or leading cross-functional service initiatives
• Strong organizational and project management skills with the ability to juggle priorities and timelines
• Excellent written and verbal communication skills, including the ability to simplify complex topics for clients
• Proven track record of improving client-facing processes, scaling support operations, and driving successful customer migrations
• Experience with support, CRM, or project management tools (e.g., Freshdesk, Zendesk, Salesforce)
• Experience working in SaaS, EdTech or Financial Services

At Noggin Guru, we believe in supporting our people with benefits that match our values.

We offer:

• Generous paid time off and flexible schedules
• Paid parental leave
• Ongoing learning and development opportunities
• Comprehensive benefits package, including health insurance and retirement plans
• Flexible remote work environment
• High-impact, mission-driven culture with growth opportunities

If you'd like more details on salary expectations for this role, feel free to reach out to us at [e-mail]

Noggin Guru is an Equal Employment Opportunity (EEO) employer and is committed to maintaining a workplace free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, marital status, or any other legally protected status.

We are also committed to providing reasonable accommodations for qualified individuals with disabilities. If you require an accommodation during the hiring process, please let us know, and we will work with you to ensure a fair and inclusive experience.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing and Sales

• Industries

  E-Learning Providers

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