Client Operations & Support Lead

Zinnia; United States; Hybrid; USD 110,000 - 150,000; Full time

Job summary

Zinnia is seeking a Client Operations & Support Manager to serve as the operational liaison between clients and internal teams. You will manage client inquiries, escalations, and service requests, coordinating with Operations, Technology, Finance, Licensing, and Shared Services to resolve issues and maintain service excellence.

The role emphasizes cross-functional collaboration, client communication, and the delivery of actionable operational metrics.

Qualifications

• Bachelor's degree (minimum).
• 10+ years total work experience with 6+ years in business operations, client support or insurance/financial services.
• Proven ability to manage client requests and escalations in a fast-paced environment.
• Strong facilitation, problem-solving and coordination skills.
• Excellent written and verbal communication; ability to juggle multiple priorities.

Responsibilities

• Serve as the operational point of contact for client support requests beyond standard processes; manage escalations from intake to resolution and ensure timely closure.
• Collaborate with Operations, Technology, Finance, Licensing and Shared Services to address client inquiries; engage SMEs to resolve complex issues.

Skills

Client support

Escalation management

Cross-functional coordination

Stakeholder management

Communication skills

Problem solving

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Zinnia is seeking a Client Operations & Support Manager to serve as the operational liaison between clients and internal teams. You will manage client inquiries, escalations, and service requests, coordinating with Operations, Technology, Finance, Licensing, and Shared Services to resolve issues and maintain service excellence.

The role emphasizes cross-functional collaboration, client communication, and the delivery of actionable operational metrics.