We are looking for someone to lead a team of client service and product support representatives in delivering responsive, high-quality service to clients and contractors. This person will drive day-to-day support operations, coach team performance, improve client experience, and partner cross-functionally with Product, Engineering, and Implementation to resolve issues and surface trends.
In this role, success means building a team that delivers fast, thoughtful support while continuously improving the client and contractor experience. You will help create clarity for the team, strengthen accountability, and turn client feedback into operational insight while growing and developing the team. The right candidate brings strong people leadership, operational discipline, and a client-first mindset. They know how to balance service quality, team development, and process improvement in a fast-paced, high-growth SaaS environment.
This function sits within ADP's WorkMarket's Client Experience team and works closely with Relationship Managers and Operations.
WHAT YOU'LL DO: Responsibilities
- Lead, coach, and develop a call center team of Client Service and Product support representatives to meet service and quality expectations
- Manage daily support operations, including queue health, coverage, escalation handling, and workflow prioritization
- Track and improve key call center support metrics such as response time, resolution time, CSAT, backlog, and escalation trends
- Conduct regular 1:1s, performance reviews, and coaching conversations to strengthen team capability, accountability, and engagement
- Partner with Product and Engineering to escalate issues, clarify product issues, and advocate for client needs
- Identify recurring pain points and translate them into process, tooling, or knowledge base improvements
- Build and maintain support documentation, playbooks, and team processes to improve consistency and efficiency
- Support hiring, onboarding, and ongoing training for new team members
- Serve as a point of escalation for complex or high-impact client issues
- Contribute to broader client experience and retention efforts by sharing insights across teams
Qualifications:- 3-5+ years of experience in client support, client operations, or a related function in a SaaS environment
- 2+ years of people management experience
- Experience leading a support team and working with support platforms such as Zendesk or Salesforce Service Cloud
- Strong coaching and performance management skills
- Comfort using data to manage team performance and behaviors and identify operational improvement opportunities
- Ability to work cross-functionally with Product, Engineering, Implementation, and Operations
- Excellent written and verbal communication skills
- Strong organizational skills and the ability to manage competing priorities
- Familiarity with help center strategy, knowledge management, and self-service support
Preferred Qualifications- Experience scaling support processes in a growing SaaS company
- Experience with workforce planning, QA programs, or support analytics
- Experience supporting B2B SaaS clients preferred
- Bilingual English/Spanish skills preferred
