Remote Client Services Lead: Help Desk & Operations

Liquidity Services, Inc.; United States; Remote; USD 73,000 - 91,000; Full time

Benefits offered by this job

Competitive wages

401(k) plan

Paid time off

Professional development

Job summary

Liquidity Services, Inc. is seeking a Manager, Client Services Help Desk to lead the day-to-day operations across GovDeals, Bid4Assets, Sierra, and related marketplaces.

You will oversee the help desk staff, client support operations, and service quality standards to ensure exceptional client experiences. The role emphasizes process improvement, escalation management, root-cause analysis, and cross-team collaboration with Product, Technology, Accounting, and Client Services.

Qualifications

• Associate's or Bachelor's degree in Business, Communications, Information Systems, Operations, or related field preferred.
• 5+ years of client service, operational support, help desk, or customer support experience.
• 2+ years of leadership or team management experience preferred.
• Experience supporting software applications, online marketplaces, or SaaS platforms preferred.
• Experience with ticketing systems, client relationship management systems, and operational reporting.

Responsibilities

• Lead, coach, develop, and manage Client Services Help Desk Representatives.
• Establish performance expectations and monitor productivity, service levels, and quality standards.
• Conduct regular performance discussions, training, and employee development activities.
• Manage scheduling and coverage to ensure adequate support during operating hours.
• Foster a collaborative, client-focused team culture centered on accountability and continuous improvement.
• Oversee all incoming client support channels, including phone, email, chat, and support requests.
• Ensure timely resolution of client inquiries, platform issues, and operational concerns.
• Support clients with auction creation, listing management, account access, bidder activity, asset removal processes, and marketplace functionality.
• Serve as a point of escalation for complex client, bidder, and internal issues.
• Ensure all client interactions are appropriately documented and maintained.
• Manage production support activities and coordinate the resolution of application, system, and operational issues.
• Partner with Product, Technology, and Infrastructure teams to investigate and resolve recurring issues.
• Conduct root cause analysis and recommend corrective actions to improve system reliability and operational efficiency.
• Submit, track, and manage IT support requests and escalations.
• Maintain support documentation, knowledge articles, workflows, and standard operating procedures.
• Monitor help desk metrics including response times, ticket volumes, call/chat activity, and service performance.
• Develop operational reports and provide performance insights to leadership.
• Identify workflow inefficiencies and implement process improvements.
• Support change management initiatives and new system implementations.
• Participate in user acceptance testing, process validation, and operational readiness activities.
• Oversee client onboarding and web training programs.
• Ensure consistent delivery of client education and marketplace best practices.
• Support Account Managers with client account maintenance, process guidance, territory coverage, and operational requests.
• Assist with client reactivation initiatives and account cleanup projects.
• Manage Aged FSS initiatives and other operational support programs.
• Coordinate special projects related to client services, marketplace operations, and system enhancements.
• Provide operational leadership during extended Account Manager absences and support business continuity efforts.
• Collaborate with Accounting, Sales Support, Product, Marketing, and Operations teams as necessary.

Skills

Client service

Leadership

Communication

Problem-solving

Process improvement

Reporting

Multitasking

Change management

Collaboration

Education

Associate's or Bachelor's degree in Business, Communications, Information Systems, Operations, or related field

Tools

Ticketing systems

CRM systems

Microsoft Office

SharePoint

Teams

Job description

Liquidity Services, Inc. is seeking a Manager, Client Services Help Desk to lead the day-to-day operations across GovDeals, Bid4Assets, Sierra, and related marketplaces.

You will oversee the help desk staff, client support operations, and service quality standards to ensure exceptional client experiences. The role emphasizes process improvement, escalation management, root-cause analysis, and cross-team collaboration with Product, Technology, Accounting, and Client Services.