Client Services Manager | Hybrid Leadership

Computershare U.S.; Frisco (TX); Hybride; USD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Paid parental leave

Health and wellbeing benefits

401k matching

Disability & life insurance

Career growth resources

Résumé du poste

Computershare U.S. is seeking a Client Services Manager in a hybrid Frisco, TX role. You will lead a team of Client Service Representatives, balancing day-to-day delivery with strategic improvements to create exceptional client experiences.

You will collaborate with Sales, Account Management, Operations, and Leadership to drive satisfaction and retention. The role requires strong leadership, communication, and the ability to optimize processes while maintaining day-to-day operations.

Qualifications

• 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.

Responsabilités

• Lead, coach, and develop a team of Client Service Representatives.
• Set and monitor team performance expectations; provide ongoing feedback.
• Serve as primary escalation point for complex client concerns and service issues.
• Monitor service quality, response times, client satisfaction, and delivery metrics.
• Drive process improvement, workflow efficiency, and operational excellence initiatives.
• Manage staffing, scheduling, workload balancing, and workforce planning.
• Collaborate with Account Management, Sales, Product, Operations, and Leadership teams to improve service outcomes.
• Support organizational change initiatives and scalable service processes.
• Provide frontline insights to improve products, services, and client experience.

Connaissances

People leadership

Escalation management

Customer service leadership

Coaching & mentoring

Stakeholder management

Cross-functional collaboration

Operational process improvement

Problem solving

Decision making

Balancing client needs & business

Outils

CRM

Ticketing systems

Reporting tools

Workflow management systems

Description du poste

Computershare U.S. is seeking a Client Services Manager in a hybrid Frisco, TX role. You will lead a team of Client Service Representatives, balancing day-to-day delivery with strategic improvements to create exceptional client experiences.

You will collaborate with Sales, Account Management, Operations, and Leadership to drive satisfaction and retention. The role requires strong leadership, communication, and the ability to optimize processes while maintaining day-to-day operations.