Client Services Manager

Jobtailor; Town of Florida (NY); On-site; USD 95,000 - 130,000; Full time

Job summary

Jobtailor in New York seeks a Senior Client Service Leader to build and guide a high‑performing team of Client Service Representatives. You will set expectations, coach staff, and serve as the primary escalation point for complex client concerns.

You will monitor service quality, response times, and satisfaction metrics, drive process improvements, collaborate with Account Management, Sales, Product, and Operations, and help scale service processes while balancing client needs with business

Qualifications

• Experience leading teams of client service professionals.
• Proven ability to manage escalations and complex service issues.
• Strong leadership and stakeholder management skills.
• Experience coaching and developing staff across functions.
• Experience in high-volume service environments and process improvement.

Responsibilities

• Lead, coach, and develop a team of Client Service Representatives.
• Establish performance expectations and provide ongoing feedback.
• Serve as the primary escalation point for complex client concerns.
• Monitor service quality, response times, satisfaction, and delivery metrics.
• Drive process improvement and operational excellence initiatives.
• Manage staffing, scheduling, workload balancing, and workforce planning.
• Partner with cross-functional teams to improve service outcomes.
• Support change initiatives and scalable service processes.
• Provide frontline insights to improve products, services, and client experience.
• Help drive client satisfaction, retention, and business success.

Skills

People leadership

Client escalation management

Customer service leadership

Operational process improvement

Strong communication

Tools

CRM systems

Ticketing systems

Reporting systems

Workflow management systems

Job description

• Lead, coach, and develop a team of Client Service Representatives
• Establish team performance expectations and provide ongoing feedback and development support
• Serve as the primary escalation point for complex client concerns and service issues
• Monitor service quality, response times, client satisfaction, and service delivery metrics
• Drive process improvement, workflow efficiency, and operational excellence initiatives
• Manage staffing, scheduling, workload balancing, and workforce planning
• Partner with Account Management, Sales, Product, Operations, and Leadership teams to improve service outcomes
• Support organizational change initiatives and help build scalable service processes
• Monitor team performance, service levels, and operational KPIs while implementing corrective actions when needed
• Provide frontline insights to improve products, services, and overall client experience
• Help drive client satisfaction, retention, and business success

Requirements

• Prior people leadership experience
• Experience managing client escalations and complex service issues
• Strong customer service leadership background
• Experience coaching, mentoring, and developing teams
• Strong communication and stakeholder management skills
• Ability to work effectively across multiple functions and departments
• Experience improving operational processes and service delivery
• Strong problem-solving and decision-making skills
• Ability to balance client needs with business objectives
• Customer Success leadership experience preferred
• Operations leadership experience preferred
• Experience working in a high-volume service environment preferred
• Experience implementing process improvements and operational efficiencies preferred
• Experience with CRM, ticketing, reporting, and workflow management systems preferred
• Experience within corporate services, compliance, governance, or related business environments preferred
• Travel of up to 10% may be required

Core Competencies

Demonstrates strong leadership in managing and developing Client Service Representatives while driving operational excellence and process improvements. Capable of balancing client needs with business objectives to enhance service delivery and client satisfaction.

Highest-signal resume keywords

• People Leadership Experience
• Client Escalation Management
• Customer Service Leadership
• Operational Process Improvement
• Strong Communication Skills

ATS Optimization Keywords

Hard Skills

• Coaching
• Mentoring
• Service Delivery Metrics
• Workforce Planning
• Process Improvement
• Operational KPIs
• Client Satisfaction
• Problem-Solving
• Decision-Making

Soft Skills

• Stakeholder Management
• Cross-Functional Collaboration

Industry Keywords

• Corporate Services
• Compliance
• Governance
• High-Volume Service Environment

Tools & Technologies

• CRM Systems
• Ticketing Systems
• Reporting Systems
• Workflow Management Systems