Hybrid Client Services Manager - SaaS Ops Lead

Togetherwork; Columbus (GA); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Short/long term disability - 100% paid

Life and AD&D insurance - 100% paid

401(k) retirement plan with 100% match

Paid personal/vacation time

Sick days and holidays

Parental leave

Job summary

TogetherWork, based in Columbus, GA, seeks a Client Services Manager to lead the LegFi Plus and Premier Managed Services teams within our OmegaFi business. You will shape service delivery, manage a team of 8–10, and partner with cross-functional teams to enhance the customer experience.

You will establish scalable processes, monitor performance, and serve as a senior escalation point to ensure timely, accurate financial service delivery while maintaining high customer satisfaction in a hybrid

Qualifications

• 5-7 years of relevant professional experience, including prior people-management experience.
• Experience in SaaS, financial technology, or technology-enabled managed services.
• Experience with Zendesk, Monday.com, Power BI, or similar reporting and workflow management tools.
• Demonstrated experience leading a customer-facing service, support, account management, or managed-services team.
• Strong people leadership capabilities, including coaching, performance management, workload planning, and accountability.
• Experience improving operational processes, developing workflows, and implementing service standards.
• Working knowledge of financial operations, including billing, budgeting, banking processes, bookkeeping, or money movement.
• Experience working with software platforms and translating technical processes into effective customer service.
• Ability to analyze operational metrics, build or improve reporting, and use data to guide decisions.
• Strong communication, problem-solving, organizational, and customer escalation management skills.
• Ability to make informed decisions and lead teams through changing priorities and evolving business processes.

Responsibilities

• Lead and develop a high-performing LegFi Plus and Premier Client Services teams.
• Oversee daily operations, workload distribution, service quality, and team productivity.
• Provide ongoing feedback, performance management, and professional development opportunities.
• Identify operational challenges, address bottlenecks, and implement practical improvements that help the team succeed.
• Oversee customer-facing managed services, ensuring responsive, accurate, and consistent service delivery.
• Monitor customer service requests, response times, resolution timelines, and service-level agreements.
• Ensure Premier bookkeeping deliverables, including accounts receivable, accounts payable, budgeting, and bank reconciliations, are completed accurately and on time through effective team oversight and coordination.
• Serve as a senior escalation point for complex customer concerns, service delays, and deliverable issues.
• Identify customer satisfaction and retention risks, implementing proactive solutions to strengthen relationships.
• Develop and refine standard operating procedures, account review processes, customer health indicators, and service delivery workflows.
• Establish clear expectations and repeatable processes as Managed Services continues evolving within LegFi.
• Build and maintain reporting dashboards using tools such as Zendesk and Monday.com.
• Analyze service-level performance, customer satisfaction, resolution times, workload trends, and deliverable accuracy.
• Use operational data to identify improvement opportunities and communicate recommendations to leadership.
• Collaborate with Internal Operations, Client Accounting, Account Management, and Support to ensure seamless customer service.
• Coordinate customer financial-service requests and monitor progress toward deliverable deadlines.
• Ensure team members maintain strong product knowledge and appropriately escalated technical issues.
• Support the adoption of product enhancements, updated workflows, and operational changes.

Skills

People leadership

Customer service

Strategic planning

Communication

Problem solving

Analytical thinking

Change management

Time management

Education

Bachelor’s degree in business or related field

Tools

Zendesk

Monday.com

Power BI

Job description

TogetherWork, based in Columbus, GA, seeks a Client Services Manager to lead the LegFi Plus and Premier Managed Services teams within our OmegaFi business. You will shape service delivery, manage a team of 8–10, and partner with cross-functional teams to enhance the customer experience.

You will establish scalable processes, monitor performance, and serve as a senior escalation point to ensure timely, accurate financial service delivery while maintaining high customer satisfaction in a hybrid