Client Service Manager: Lead, Coach & Elevate CX

ClearStar, Inc.; United States; À distance; USD 60 000 - 65 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) matching

Paid time off

Résumé du poste

ClearStar, Inc. is seeking a results-driven Client Service Operations Leader to guide a team of Client Service Advocates and Team Leads, driving peak performance across productivity, attendance, quality, and customer experience.

You will coach regularly to lift skills and maximize productivity. You will design policies, monitor KPIs via Domo or similar tools, collaborate with cross-functional teams, and ensure swift, customer-centric resolutions while developing talent and expanding service

Qualifications

• 2–5 years of experience in a customer service management or supervisory role.
• 2+ years of Level II client support or technical support experience with a commercial application.
• Demonstrated ability to lead, coach, and develop a team in a remote or distributed environment.
• Strong analytical and data-driven mindset; experience with Domo or comparable data visualization and performance tracking platforms.
• Proficiency in Microsoft Office Suite and experience with CRM and ticketing platforms (Salesforce, Zendesk, or equivalent).
• Excellent written and verbal communication and interpersonal skills.
• Strong problem-solving skills with the ability to manage conflict and drive resolution effectively.
• Highly organized with strong time management skills and the ability to manage competing priorities independently.
• Proven ability to learn and apply new software tools and systems quickly with minimal supervision.

Responsabilités

• Lead, manage, and inspire a team of Client Service Advocates and Team Leads, driving peak performance across productivity, attendance, quality, and customer experience.
• Conduct regular 1:1s with direct reports, setting clear objectives and delivering impactful coaching to elevate skills and maximize productivity.
• Foster a continuous learning environment that builds client service knowledge, supports professional development, and improves team capability over time.
• Motivate and develop team members through accountability, recognition, and consistent performance feedback.
• Partner with cross-functional teams and leadership to proactively address client needs, enhance service offerings, and drive innovation in service delivery.
• Track and measure Client Service KPIs including response time, customer satisfaction, and first-touch resolution.
• Generate performance reports and create feedback loops that identify trends, surface improvement opportunities, and fuel ongoing service innovation.
• Use data from Domo or comparable platforms to monitor team performance and inform operational decisions.

Connaissances

Team leadership

Analytical mindset

Data-driven

Communication skills

Time management

Remote leadership

Outils

Domo

Salesforce

Zendesk

Description du poste

ClearStar, Inc. is seeking a results-driven Client Service Operations Leader to guide a team of Client Service Advocates and Team Leads, driving peak performance across productivity, attendance, quality, and customer experience.

You will coach regularly to lift skills and maximize productivity. You will design policies, monitor KPIs via Domo or similar tools, collaborate with cross-functional teams, and ensure swift, customer-centric resolutions while developing talent and expanding service