Client Experience Leader - Frontline Support (Hybrid SF)

Empathy Talent; San Francisco (CA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) matching

Medical, dental, and vision insurance

Disability insurance (short/long-term)

Life and AD&D insurance

20 days PTO

11 paid holidays

Mental health and volunteering time

Job summary

Empathy Talent is seeking a Manager, Client Experience in San Francisco for a hybrid role. Lead a frontline support team across phone, chat, and email, coaching staff to deliver exceptional client service.

You will manage performance, build a culture of accountability, and partner with product and operations to scale the client experience. The role emphasizes leadership, data-driven decision making, and cross-functional collaboration in a fast-moving, SaaS environment.

Qualifications

• 3+ years of client/customer support leadership experience.
• 4+ years in a customer support or call center environment.
• 3+ years of people management experience.
• 2+ years of Salesforce Service Cloud experience.
• Experience handling phone, chat, and email channels.
• Strong knowledge of CSAT, SLA, ASA, handle time, abandonment and productivity metrics.
• Experience optimizing contact center systems; Dialpad administration preferred.
• Power BI experience is a plus.
• SaaS/technology-driven environment experience.

Responsibilities

• Lead and develop frontline Client Support Specialists.
• Drive performance against KPIs and operational metrics.
• Coach team members and build accountability and continuous improvement culture.
• Oversee training, onboarding, and career development.
• Partner cross-functionally to improve the client experience.
• Identify inefficiencies and implement processes to raise service levels.
• Maintain staffing plans and reporting to inform decisions.
• Support organizational initiatives and scale the client experience function.

Tools

Dialpad

Job description

Empathy Talent is seeking a Manager, Client Experience in San Francisco for a hybrid role. Lead a frontline support team across phone, chat, and email, coaching staff to deliver exceptional client service.

You will manage performance, build a culture of accountability, and partner with product and operations to scale the client experience. The role emphasizes leadership, data-driven decision making, and cross-functional collaboration in a fast-moving, SaaS environment.