Manager, Client Experience

Empathy Talent; San Francisco (CA); Hybride; USD 140 000 - 170 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team leadership

Customer support

Coaching & development

Data-driven decisions

Cross-functional collaboration

Strong communication

Problem solving

Outils

Salesforce Service Cloud

Dialpad

Microsoft Power BI

Description du poste

As Manager, Client Experience, you will lead and optimize a frontline client support team handling phone, chat, and email support.

This is a hands-on leadership role responsible for developing team members, improving performance, driving key support metrics, and identifying operational efficiencies as the organization continues to scale.

You will coach and develop frontline support professionals while creating a culture of accountability, continuous improvement, and exceptional client service.

This is a hybrid role based in San Francisco and requires a minimum of three days per week in the office. Typical working hours are Monday through Friday, 9:00 a.m. to 6:00 p.m. Pacific Time.

Responsibilities

Leadership & Team Development

• Lead, oversee, and develop a team of frontline Client Support Specialists.
• Identify training and development needs and provide coaching, mentoring, and resources to improve individual and team performance.
• Set clear expectations and hold team members accountable for achieving performance goals and KPIs.
• Empower team members to take ownership of client issues and continuously look for ways to improve the client experience.
• Recognize strong performance and create an engaging, positive team environment.
• Support career development, performance management, and employee retention.
• Participate in hiring, onboarding, and training new team members.

Performance & Results

• Manage performance against key client support metrics including CSAT, ASA, SLA, handle time, call abandonment, productivity, and service levels.
• Ensure team members understand their individual KPIs, performance expectations, and client service standards.
• Analyze operational data and reporting to identify trends, performance gaps, and opportunities for improvement.
• Develop and distribute daily, weekly, and monthly reporting on team productivity and performance.
• Conduct regular team and individual meetings to review performance, address issues, and establish goals.
• Use data to make informed decisions regarding staffing, scheduling, processes, and client support operations.

Client Advocacy

• Champion the voice of the client throughout the organization.
• Ensure client feedback is captured, reviewed, and communicated to appropriate internal stakeholders.
• Partner cross-functionally with Product, Sales, Engineering, Marketing, Operations, and other teams to identify opportunities to improve the client experience.
• Own and resolve escalated client issues originating from frontline support.
• Identify recurring client pain points and help develop scalable solutions.

Operational Excellence

• Identify inefficiencies and implement processes, programs, and technology improvements that increase service levels and operational efficiency.
• Partner with IT and other departments to maximize the effectiveness of client support systems and technology.
• Monitor staffing levels and employee schedules to ensure appropriate client coverage.
• Manage timecards, PTO, sick time, attendance, and other administrative responsibilities for hourly team members.
• Ensure adherence to established policies, procedures, and client service standards.
• Maintain processes that allow frontline team members to share information, identify issues, and communicate best practices.
• Develop and maintain ongoing training programs and support documentation.
• Help prepare the organization for new products, services, processes, and organizational changes while maintaining strong performance across existing services.

Strategic Partnership

• Identify operational and people-related gaps and implement strategies that allow the client experience organization to scale effectively.
• Stay informed about client support and customer experience industry trends, technology, and best practices.
• Help maintain a strong talent pipeline for client support professionals.
• Partner with leadership and People Operations on employee development, engagement, retention, and organizational initiatives.
• Proactively analyze trends and metrics to develop programs, policies, and initiatives that improve team performance.
• Serve as a resource to other leaders and team members when additional coaching, support, or operational guidance is needed.

Culture & Employee Engagement

• Create an environment built around accountability, collaboration, transparency, and employee development.
• Identify opportunities to improve employee engagement and team morale.
• Model an open, approachable, and authentic leadership style.
• Celebrate individual and team accomplishments while maintaining high performance expectations.
• Promote an inclusive environment where employees feel comfortable contributing ideas and identifying opportunities for improvement.

Requirements

• 3+ years of client/customer support leadership experience, including experience advising and influencing business leaders.
• 4+ years of experience in a customer support or call center environment.
• 3+ years of people management experience with demonstrated success coaching, assessing, and developing employees preferred.
• 2+ years of Salesforce Service Cloud experience, including reporting and using data to drive team performance.
• Experience managing client support across phone, chat, and email channels.
• Strong understanding of contact center KPIs including CSAT, SLA, ASA, handle time, abandonment rate, and productivity metrics.
• Experience optimizing and leveraging telephonic/contact center support systems; Dialpad administration experience is strongly preferred.
• Experience using reporting and analytics to make operational decisions.
• Experience with Microsoft Power BI is a plus.
• Experience working within a SaaS or technology-driven organization preferred.
• Legal services, litigation support, or other professional services experience is a plus.
• Strong communication, leadership, coaching, and problem-solving skills.
• Ability to thrive in a fast-moving, scaling environment.

Compensation

This is a full-time, exempt position and is also eligible for a performance-based bonus.

Actual compensation may vary based on experience, skills, qualifications, certifications, and other relevant factors.

The company offers a comprehensive benefits package designed to support employees professionally and personally, including:

• 401(k) matching
• Medical, dental, and vision insurance
• Employer-funded short- and long-term disability coverage
• Life and Accidental Death & Dismemberment (AD&D) insurance
• 20 days of Paid Time Off (PTO)
• 11 paid holidays
• Additional time off for mental health, recharging, and volunteering