Hybrid Client Experience Leader — Scale & Coach

Empathy Talent; San Francisco (CA); Hybrid; USD 140,000 - 170,000; Full time

Benefits offered by this job

401(k) matching

Medical/dental/vision insurance

Disability insurance

Life/AD&D insurance

20 days PTO

11 paid holidays

Extra time off for mental health

Job summary

Empathy Talent in San Francisco seeks a Manager, Client Experience to lead a frontline support team across phone, chat, and email. You will coach staff, drive CSAT/SLA goals, and partner with Product, Sales, and Engineering to improve the client experience in a scaling SaaS environment.

The role is hybrid with three days in the office weekly, and standard hours 9-6 PT, Monday to Friday. Strong leadership and data-driven decision making required.

Qualifications

• 3+ years of client/customer support leadership experience.
• 4+ years in a customer support or call center environment.
• 3+ years of people management experience.
• 2+ years of Salesforce Service Cloud experience.
• Experience managing support across phone, chat, and email.
• Strong KPIs: CSAT, SLA, ASA, handle time, abandonment, productivity.
• Dialpad administration experience preferred.
• Power BI experience is a plus.
• SaaS or technology-driven environment preferred.
• Excellent communication and leadership skills.
• Thrives in fast-moving, scaling environments.

Responsibilities

• Lead and develop a frontline Client Support Specialists team.
• Coach team members, set expectations, and drive performance improvements.
• Monitor KPIs and deliver regular performance meetings and reporting.
• Collaborate with Product, Sales, Engineering, Marketing, and Ops.
• Own escalation resolution and drive client advocacy.
• Identify operational efficiencies and scalable processes.
• Support hiring, onboarding, and training of new staff.

Skills

Team leadership

Customer support

Coaching & development

Data-driven decisions

Cross-functional collaboration

Strong communication

Problem solving

Tools

Salesforce Service Cloud

Dialpad

Microsoft Power BI

Job description

Empathy Talent in San Francisco seeks a Manager, Client Experience to lead a frontline support team across phone, chat, and email. You will coach staff, drive CSAT/SLA goals, and partner with Product, Sales, and Engineering to improve the client experience in a scaling SaaS environment.

The role is hybrid with three days in the office weekly, and standard hours 9-6 PT, Monday to Friday. Strong leadership and data-driven decision making required.