Client Support Manager

Office Ally; San Antonio (TX); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) with company match

Paid time off

Job summary

Office Ally is seeking a Client Support Manager to lead and optimize a growing Client Services team in the US. You will supervise call center supervisors, guide performance, and drive efficient workflows to deliver strong customer satisfaction.

You will champion data-driven decisions, coach teams, and align staffing with forecasted needs while implementing process improvements and new technologies to uphold service standards across leadership layers.

Qualifications

• 3+ years of leadership experience in call center or customer-service settings.
• Advanced proficiency with call center systems and analytics tools.
• Ability to interpret KPIs and translate data into improvements.
• Strong coaching, communication, and conflict-resolution skills.
• Ability to manage multiple priorities and lead through change.

Responsibilities

• Oversee call center supervisors, providing coaching and regular performance feedback.
• Develop leadership capabilities among supervisors in communication and accountability.
• Assist in succession planning for future leadership roles.
• Resolve escalated personnel matters and performance issues with Supervisors.
• Ensure daily operations align with schedules and policy compliance.
• Manage high-level escalations and assist in resolving complex issues.
• Collaborate with Workforce Management to align staffing with demand.
• Recommend process improvements to reduce handling times and increase efficiency.
• Lead customer experience initiatives using feedback and performance data.
• Oversee call quality programs to maintain professional, empathetic service.
• Equip supervisors to coach agents effectively with clear service standards.
• Set and cascade KPIs for Supervisors, Team Leads, and agents.
• Monitor metrics and drive improvements; lead change with new tools and policies.

Skills

Leadership

Coaching

Communication

Analytics

Conflict resolution

Job description

About the Role

We're looking for a Client Support Manager to join our growing Client Services team. The Client Support Manager is a strategic and operational leader responsible for overseeing the performance and daily management of the call center through a layered leadership model. By directing supervisors - who support Team Leads and front-line agents - the Client Support Manager ensures service levels are met, customer satisfaction is achieved, and operational workflows run efficiently. This role combines people leadership, performance management, and process optimization to foster a high-performing, customer-centric environment.

What You’ll Do

Leadership & Team Development

• Oversee and mentor call center supervisors, providing coaching, guidance, and regular performance feedback
• Strengthen leadership capabilities among supervisors, particularly in communication, coaching, accountability, and conflict resolution
• Support succession planning by identifying and developing supervisors for future leadership roles
• Assist supervisors in resolving escalated personnel matters, team conflicts, or performance challenges

Operational Oversight

• Ensure supervisors effectively manage daily call center operations, including call flow, staffing adherence, scheduling, and compliance with policies
• Manage high-level customer escalations and assist supervisors in resolving complex customer issues
• Collaborate with Workforce Management to ensure staffing levels align with forecasted demands and business needs
• Recommend and implement process improvements to streamline workflows, reduce handling times, and enhance efficiency

Customer Experience Leadership

• Champion initiatives that improve customer satisfaction, leveraging feedback, survey data, and internal performance insights
• Oversee call quality programs to ensure agents - through their supervisors - deliver consistent, professional, and empathetic service
• Ensure supervisors and Team Leads are equipped to coach agents effectively, reinforcing service standards and best practices

Strategic Planning & Performance Management

• Establish clear performance expectations for supervisors that cascade into achievable KPIs for Team Leads and agents
• Monitor call center performance metrics, identify trends, and collaborate with supervisors to address gaps or improvement opportunities
• Use data, reporting, and analytics to inform decisions related to staffing, training, quality, and operational strategies
• Lead change management initiatives, including implementation of new technologies, policies, or processes, ensuring successful adoption across all leadership layers

Supervisory Responsibilities

• Direct supervision of Call Center Supervisors
• Indirect oversight of front-line agents through the supervisor layer
• Responsible for leadership development, performance coaching, and escalation support for supervisor team

What You’ll Need

• 3+ years of leadership experience within a call center or customer-service environment, or an equivalent combination of education and experience
• Advanced proficiency with call center systems, analytics tools, and applicable software programs
• Ability to interpret key performance metrics and use insights to improve team performance and operational outcomes
• Demonstrated leadership, coaching, and communication skills
• Proven problem-solving and conflict resolution skills
• Ability to manage multiple priorities and lead through change

Nice to Have

• Experience managing supervisors or team leads in a multi-level leadership structure

Travel Requirements

• This role requires up to 5% travel, which may include client meetings, team gatherings, or company events
• Travel will typically be scheduled in advance and supported by the company

Pay Transparency

Office Ally is committed to fair and equitable compensation practices in alignment with pay transparency laws. Compensation for this position may vary based on individual skills, experience, and location. In addition to base pay, employees may be eligible for performance-based bonuses and a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) with company match, paid time off, and other benefits. Actual compensation will be determined considering the candidate’s qualifications, relevant experience, and internal equity.

$75,000 - $85,000 USD

EEO Note

Office Ally is an Equal Opportunity Employer and does not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.