Client Support Team Lead

Qualtrics; Chicago (IL); Hybrid; USD 98,000 - 119,000; Full time

Benefits offered by this job

Health & Wellness benefits

Flexible scheduling

Travel opportunities

Generous PTO

Job summary

Qualtrics is seeking a Client Support Operations Lead in Illinois to bridge the gap between our Client Growth & Strategy teams and Client Support specialists. You will diagnose client needs, scope requests, and ensure our team’s expertise is matched to drive successful implementations.

You will work with market leaders and internal stakeholders to optimize resource use and elevate our client support strategy.

Qualifications

• 4–6+ years in client success, operations, or customer-facing strategic roles.
• Proven experience tracking, managing, or forecasting FTE capacity.
• Strong cross-functional relationship building and project coordination.

Responsibilities

• Optimize Support Delivery: align client requests with internal team expertise for seamless implementations.
• Drive Operational Capacity: monitor and forecast FTE utilization to maintain staffing and service levels.
• Strengthen Stakeholder Collaboration: act as the main ops contact between Client Support and Client Growth & Strategy teams.
• Shape Team Strategy: contribute to improving support programs and operational efficiency.
• Deliver Strategic Feedback: provide insights on market feedback and resource gaps to leadership.

Skills

Client success

Operations planning

Cross-functional collaboration

Forecasting workload

Education

Bachelor’s degree or equivalent

Job description

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.

Client Support Operations Lead

Why We Have This Role

As the Client Support Operations Lead, you will bridge the gap between our Client Growth & Strategy teams and our Client Support specialists. You will play a pivotal role in understanding client organizational goals, diagnosing needs, and scoping client requests to ensure our team’s deep expertise is perfectly matched to drive successful implementations. Working directly with market leaders and internal stakeholders, you will optimize resource utilization and elevate our client support strategy. If you are passionate about driving operational excellence, empowering support teams, and directly impacting the client journey in a dynamic, fast-paced environment, this role is for you.

How You’ll Find Success

• Strategic Problem Solver: Diagnoses complex client needs and scopes implementation solutions effectively.
• Operational & Resource Planner: Thrives at monitoring team utilization and strategically forecasting operations to balance workloads.
• Cross-Functional Connector: Builds trust and seamless working relationships between support, strategy, and market leadership teams.
• Clear & Influential Communicator: Articulates team strengths, technical capabilities, and solution enhancements with clarity and confidence.
• Agile & Adaptable: Prioritizes competing client priorities smoothly in a fast-paced environment.

How You’ll Grow

• Expand your leadership capabilities by actively shaping support strategy on the Client Support leadership team.
• Deepen your strategic operations expertise through cross-departmental alignment, resource allocation, and workflow optimization.
• Gain high-visibility experience presenting client feedback, operational insights, and solution enhancements to market leaders.
• Develop advanced skills in strategic planning, budgeting, and client success delivery.

Things You’ll Do

• Optimize Support Delivery: Scope client requests and align internal team expertise to ensure seamless implementations and elevated client satisfaction.
• Drive Operational Capacity: Proactively monitor and forecast FTE utilization to maintain optimal staffing levels and service excellence.
• Strengthen Stakeholder Collaboration: Serve as the primary operational point of contact between Client Support and the Client Growth & Strategy teams.
• Shape Team Strategy: Participate as an active member of the support leadership team to continuously improve support programs and operational efficiency.
• Deliver Strategic Feedback: Provide actionable insights on market feedback, resource gaps, and solution improvements to internal stakeholder groups.

What We’re Looking For On Your Resume

• 4–6+ years of professional experience in client success, operations, or customer-facing strategic roles.
• Proven experience tracking, managing, or strategically forecasting FTE capacity and resource utilization.
• Bachelor’s degree in a relevant field or equivalent practical experience.
• Strong track record of cross-functional relationship building and project/program coordination.
• Willingness to travel up to 15% for client support, consultations, or team alignment as needed.

What You Should Know About This Team

• Collaborative & Strategic: We partner closely across business units to ensure our client strategy is backed by strong operational execution.
• Impact-Driven: Your work directly impacts overall client retention, implementation success, and operational efficiency.
• Continuous Improvement Focus: We actively encourage team members to provide feedback, experiment with workflow enhancements, and refine processes.
• Flexible Working Schedule: We offer adaptable scheduling within standard business hours (between 8 AM and 5 PM ET) to support business needs and work-life harmony.

Our Team’s Favorite Perks and Benefits

• Comprehensive Health & Wellness: Robust health, dental, and vision coverage options for employees and dependents.
• Flexible Scheduling: Adaptable work hours built around core business hours (8 AM – 5 PM ET).
• Professional Growth & Travel: Opportunities for travel (up to 15%) to connect in-person with key stakeholders and client teams.
• Paid Time Off & Work-Life Balance: Generous vacation policy, company holidays, and flexible time-off policies.

The Qualtrics Hybrid Work Model:

Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life. #hybrid

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, and mental health benefits. For a detailed look at our benefits, visit Qualtrics US Benefits.

Illinois Base Annual Pay Transparency Range

$98,000—$119,000 USD