Manager, Client Support

📋 Description

• Lead, manage, and coach the Client Support team — hold the team accountable to KPIs and service
• Partner with the Senior Support Manager on hiring, onboarding, and team staffing
• Own day-to-day team operations: case and phone queue management, shift/PTO scheduling and capacity
• Serve as the team's point person for the tools that run Client Support — including
• Keep team knowledge resources and training (including seasonal refreshers) current
• Own client-facing communication tied to product issues: publishing announcements/notices and

🎯 Requirements

• Prior managerial/leadership experience, with the judgment to prioritize competing responsibilities
• Exceptional communication and active listening skills, with the tact and diplomacy to handle
• Comfort coaching team members through professional development and performance conversations
• Working knowledge of MS Office and proprietary web applications; comfort owning and administering
• Ability to multitask and sustain efficiency against service-level targets
• Collaborative, team-oriented working style

🎁 Benefits

• Robust medical, dental, and vision coverage options with generous employer contributions, plus a
• Ability to choose where you work - remotely, in the office, or a mix!
• A variety of resources to support mental health and emotional well-being
• 12 weeks of 100% paid parental leave for all new parents, including via adoption, surrogacy, and
• 401(k) with 4% company matching
• Flexible PTO with 'Our Flexible Time Off' policy