Remote Client Support Lead

PlanOmatic; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

PlanOmatic is seeking a Client Support Lead to own the client support experience from first contact to final resolution. Reporting to the VP of Client Success & Operations, you will lead and grow the Client Support team, manage escalations, and ensure proactive, clear communication with clients.

You will guide day-to-day operations, set priorities, and partner with Product and Operations to continuously improve client outcomes.

Qualifications

• 3 to 5+ years in client support or operations, including 2 to 3+ years leading or coaching a team.
• Ability to manage escalations calmly and communicate clearly with clients
• Experience with a helpdesk or CRM platform; HubSpot preferred
• Strong organizational skills and ability to prioritize in a fast-moving, deadline-driven environment
• Comfort using data and metrics to manage performance and drive improvement
• Experience in real estate media, photography, or a service-delivery business is a plus

Responsibilities

• Lead, coach, and develop the Client Support team
• Set team goals and metrics, and hold the team accountable to them
• Manage workload, coverage, and priorities so requests are handled consistently and on time
• Meet regularly with your manager to review team performance, client trends, and escalations
• Contribute to company-level planning, huddles, and reporting for the Client Support function
• Contribute strategically with continuous recommendations for improvements and innovations that help our clients win
• Own support quality outcomes and track metrics like response time, resolution time, and satisfaction scores
• Identify trends in support tickets and work with other departments to fix root causes
• Follow up with clients after escalations to confirm resolution
• Proactive monitoring of orders and jobs for risk and timely communication

Skills

Team leadership

Customer support

Data-driven

Project management

Communication

Tools

HubSpot

CRM

Job description

PlanOmatic is seeking a Client Support Lead to own the client support experience from first contact to final resolution. Reporting to the VP of Client Success & Operations, you will lead and grow the Client Support team, manage escalations, and ensure proactive, clear communication with clients.

You will guide day-to-day operations, set priorities, and partner with Product and Operations to continuously improve client outcomes.