Client Support Manager

Abilitie; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Client Support Manager to enhance customer experiences during US business hours. This pivotal role involves managing support operations, coaching teams, and ensuring seamless communication across departments. The ideal candidate thrives in fast-paced environments, possesses strong problem-solving skills, and can navigate ambiguity effectively. With a commitment to delivering exceptional service, you will play a vital role in shaping client interactions and driving business growth. If you are passionate about customer success and eager to make a significant impact, this opportunity is for you.

Benefits

Fully paid employee medical benefits

Unlimited PTO

Parental leave

Sabbatical program

Learning Opportunities

Great Company Culture

Competitive Pay

High Impact

Freedom/Responsibility

Qualifications

• 5-10 years in client operations or customer support.
• Experience managing or coaching support agents.

Responsibilities

• Manage daily support workflows and ticket triage.
• Coach and support agents while ensuring high-quality client experience.

Skills

Client Operations Management

Customer Support

Technical Troubleshooting

Communication Skills

Problem-Solving

Education

Bachelor's Degree

Tools

Proprietary Tech Platform

Job description

We look beyond what a resume can highlight. If you do not have the exact experience or skills outlined below, but think you would be a great asset to Abilitie, please apply for the role.

About the Role

Abilitie is hiring a Client Support Manager to own support operations during US business hours. This role supports business growth by ensuring a seamless customer experience through the management of client support requests, systems/processes, and client communications. The CSM is a vital connection point between our Support, Sales, Product, and Engineering teams.

To succeed in this role, you must enjoy working at a fast pace, fiercely prioritizing, and unraveling complex challenges into systemized solutions - all while working to delight our customers with each interaction. Most of this role is clearly defined, and there’s a good bit that we’ll be creating together. You’ll work alongside high-achieving teammates who like to play big and invite those they collaborate with to do the same.

You are the linchpin of our seamless client experience, ensuring that small details are resolved before they ever impact our customers. And, because technology can be unpredictable and mistakes are inevitable, you'll be on the front lines—resolving issues and minimizing their impact on the learner experience. Your day-to-day will include prioritizing support workflows, coaching L1 support agents, and directly handling logistics for client programs.

This position requires someone who can operate with autonomy, apply sound judgment, and communicate clearly across functions while maintaining a strong customer mindset.

What You Will Do

• Manage daily support workflows and ticket triage during US business hours
• Act as the first point of escalation for support agents when SOPs are unclear or edge cases arise
• Perform root cause analysis within our proprietary tech platform to ensure mistakes are learned from and not repeated
• Directly own logistics and delivery for some clients, ensuring accuracy, timeliness, and a high-quality experience
• Monitor program delivery readiness, identifying missing pieces, and proactively following up
• Coach and support our agents, reinforcing standards and encouraging independent problem-solving
• Oversee the maintenance and evolution of internal GPT and SOPs, templates, and documentation to reflect current processes
• Collaborate with our account managers to ensure clean handoffs and aligned client expectations
• Work with the Engineering and Product teams to stay ahead of feature changes and product evolutions to ensure a seamless client experience
• Solve support pain points proactively wherever possible by applying system knowledge and process awareness
• Escalate when necessary, and take ownership of follow-through

Who You Are

• Ideally, at least 5–10 years in client operations, customer support, or a logistics-heavy role
• Experience managing or coaching L1 or L2 support agents
• Demonstrated ability to manage ambiguity and multiple priorities
• Strong understanding of internal tools, documentation workflows, and cross-functional alignment
• Excellent communication skills, especially across time zones and teams
• Based in the United States and authorized to work in the US

Core Competencies and Skills

• Trust Building: Your most important job is providing an exceptional client experience that makes our customers raise the bar on what they expect from other vendors moving forward. Support is winning when they say “Abilitie is just so easy to do business with.” They trust Abilitie’s capabilities more because of their interaction with you.
• Technical Acumen:Understanding the technical details, the best practices of technical troubleshooting, and the systems underlying the user experience are all key to providing best-in-class support to a broad spectrum of end-users. Be capable of performing root cause analysis and report findings back to engineering.
• Solutions Mindset: Bring a mindset focused on finding solutions to your job each day. We’re a small yet mighty company, and we’ll be creating the best path forward together as we go. If this excites you, then you are in the right place.
• Next-Level Communication: Proactivity is the key to success. Stay three steps ahead to instill trust in both the experience and in you. Consider what questions might exist and be prepared or plan to answer them before the question is asked. While what we do at Abilitie is the most important thing in our world, we may be one of many tasks in the world of our clients – both internal and external. Our ultimate goal is to make their jobs easier and increase our value to them simultaneously so that we become one of their most important partnerships.
• Ownership: You own each individual support experience. We’re humans running a human company, and mistakes will happen. You own the responsibility for the mistakes as much as the wins. How you respond to mistakes is what matters most. We expect a high-level of integrity that builds trust, deepens and lengthens both internal and client relationships and helps us grow the business. And, most importantly, you are never in it alone. We’re stronger together. We’re here to help one another.
• Leave Your Ego Out: Be willing to listen to, learn from, and understand those around you instead of judging them. Be curious and open to feedback in multiple forms including reviews, evaluations, comments, compliments, criticisms, new ideas, and new approaches. Stay focused on the long-term relationship and understand when needing to be right in a situation could hamper that goal.
• Adaptability:Bring a willingness to flex to the needs of our clients daily. Creativity, persistence and realistic optimism will ensure your success.

Unique Perks

• Fully paid employee medical benefits, which include HSA and FSA options, dental, vision, STD/LTD, and Life Insurance as well as a Matching 401K.
• Unlimited PTO, parental leave, and sabbatical program
• Learning Opportunities – Our simulations are typically accompanied by world-class professional development, which will almost certainly benefit your own career development.
• Great Company Culture – We’ve been recognized by Inc. Magazine as one of the Best Workplaces in America for 2 years running.
• Competitive Pay – We hire great folks and our salaries are set with that in mind.
• High Impact – As a valued Abilitie employee, each contribution you make will have high visibility and drive real business.
• Freedom/Responsibility – Our company is built around empowering individuals (both as our mission and internally) to be their best selves. This means our employees can work in a way that brings them energy and drives value!

Who We Are

Abilitie is an award-winning leadership development organization, recognized by Inc Magazine as one of the 2019, 2020 & 2022 Best Workplaces in America and one of the 2020 Fastest Growing Companies in America. Check out more of our awards and recognitions here: https://www.abilitie.com/awards-recognition/

We create world-class experiences that inspire, shape, and develop through highly differentiated learning programs, tools for self-discovery, and networks that expand opportunities. Our team-based business competitions which engage aspiring leaders in an active, learn-by-doing environment are used by over 100 Fortune 500 clients, including Marriott, Coca-Cola, GE, and Southwest Airlines.

Our employees are a diverse and inclusive team of passionate, hardworking individuals. Abilitie is committed to creating an environment where our employees can do the best work of their lives. As part of this commitment to equitable opportunity and inclusion, we encourage all qualified individuals inclusive of all genders, ethnicities, abilities, sexual orientations, ages, socio-economic backgrounds, religions, and beliefs to apply to join our A-Player team.