Client Care Manager — Global Support Team Lead

RainFocus

Provo (UT)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Job summary

RainFocus is seeking a Client Care Manager to lead our remote and offshore analytics and support teams. You will drive our client support strategy across regions, tiers, and channels, working closely with implementation, operations, and development to ensure a reliable, consistent, and positive client experience.

You will coach and develop a team of analysts, manage escalations, and stay hands-on with tickets as needed to meet KPIs.

Qualifications

3 years of experience in a Technical Support role (SaaS experience preferred).
Proven work experience as a leader within a team environment.
Must be available during our core business hours.
Leadership and management skills supporting globally distributed teams.
Strong technical background with the ability to problem solve for a complex platform.
Ability to provide leadership and direction to the team on technical matters.
Excellent communication skills, working cross-functionally across teams.

Responsibilities

Manage the day-to-day operations of a remote and offshore analyst across multiple regions.
Monitor analytics to help the team meet or exceed KPIs; track CSAT, response time, and backlog.
Conduct regular 1:1s, team meetings, stand-ups, and career planning with team members.
Coach, develop, and provide technical and business feedback to a team of remote employees.
Be a hands-on leader and work tickets as needed to support KPIs and ticket volumes.
Represent bugs and enhancement requests with Engineering and cross-functional leadership.
Create and maintain reporting and analysis in Salesforce.
Develop team policies and escalation guidelines and update knowledge-base articles.