Client Support Manager — Hybrid (San Francisco)

InfoTrack US; San Francisco (CA); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

401(k) Match

Medical, Dental, & Vision Insurance

20 Days PTO

11 Paid Holidays

Be Me Time off for mental health

Job summary

One Legal, An InfoTrack Company, is seeking a Manager in Client Support to build and optimize frontline teams in a hybrid SF office. You will develop, manage, and drive the division's client support, focusing on KPIs and strategic efficiencies in a scale-up model.

You will mentor staff, partner with IT and cross‑functional teams, and lead efforts to improve client experience while meeting business goals and KPIs daily.

Qualifications

• 3+ years in a customer support leadership role.
• 4+ years in a customer support call center environment.
• Experience with SaaS and legal services is a plus.

Responsibilities

• Identify training needs and coach team to improve performance.
• Lead and supervise hourly client support team members.
• Advocate for the voice of the client to product and other partners.
• Monitor KPIs and drive improvements in support operations.
• Mentor and develop talent within the client support organization.
• Scale processes to handle growing business volume.

Skills

Customer support leadership

Salesforce Service Cloud

PowerBI reporting

DialPad administration

Tools

DialPad

PowerBI

Salesforce

Job description

One Legal, An InfoTrack Company, is seeking a Manager in Client Support to build and optimize frontline teams in a hybrid SF office. You will develop, manage, and drive the division's client support, focusing on KPIs and strategic efficiencies in a scale-up model.

You will mentor staff, partner with IT and cross‑functional teams, and lead efforts to improve client experience while meeting business goals and KPIs daily.