Client Support Manager
Job Summary
The Manager, Client Support leads a team responsible for delivering high-quality technical and customer support to deployed clients. In this role, you will serve as an escalation point for complex issues, monitor and improve service-level KPIs, and help the team manage and reduce the backlog of software product issues. You will also assign and balance work across Client Support Specialists based on experience, availability, and issue complexity. This position reports to the Director, Client Support.
RESPONSIBILITIES
Team Leadership & Strategy- Oversee the day-to-day operations and overall performance of the Client Support team.
- Set clear expectations and ensure team members meet individual and departmental goals.
- Own annual functional goals and strategic planning for Client Support, ensuring priorities, resources, and initiatives are aligned with corporate objectives and values.
- Establish and maintain a planning cadence (e.g., quarterly reviews) to track progress against annual goals, evaluate results, and adjust priorities based on performance data and business needs.
- Own workforce planning for the function, including capacity modeling, staffing plans, scheduling/coverage strategy, and hiring forecasts aligned to expected support demand and service-level targets.
- Maintain budget awareness and cost discipline by understanding key cost drivers, monitoring team spend, and identifying opportunities to optimize tools, processes, and resource allocation while maintaining service quality.
- Make data-driven business decisions by analyzing trends across volume, backlog, SLA performance, quality, CSAT, and customer health, and translating insights into clear recommendations and measurable action plans.
People Leadership & Development
- Support hiring, onboarding, training, coaching, and mentoring (including goal setting and performance reviews).
Operations & Service Delivery
- Plan and schedule team coverage to ensure timely response to incoming client requests and issues.
- Provide hands-on support as needed to help the team resolve incoming requests and issues.
- Conduct performance and quality reviews to ensure adherence to processes, standards, and customer experience expectations.
- Collaborate with internal teams, partners, and clients to resolve escalated and critical issues and communicate status and resolutions to stakeholders.
Customer Success & Growth Partnership
- Own customer success outcomes beyond ticket resolution by partnering with internal teams and clients to drive product adoption, improve satisfaction, and support long-term relationship health.
- Partner with Sales, Account Teams, and Services to drive customer success and account growth, sharing customer health insights, surfacing risks and expansion opportunities, and contributing to proactive account and delivery planning.
- Own post-survey outreach and follow-up by engaging customers on feedback, closing the loop on issues and themes, and partnering with internal teams to drive measurable service and product improvements.
Process, Knowledge & Tooling
- Create and maintain support processes and procedures, define workflows, and keep knowledge base content current.
- Build and maintain expertise in MeridianLink products and processes and grow that proficiency across the team.
- Leverage AI tools to improve internal workflows, documentation, and operational efficiency.
- Identify, recommend, and implement process improvements using data and trends (e.g., reducing case volume, improving efficiency, and measuring team performance).
Other
- Perform other projects and duties as assigned.
QUALIFICATIONS
- 5+ years of experience in technical support and/or customer service.
- Strong interpersonal, written, and verbal communication skills, with demonstrated ability to handle escalations professionally.
- Experience supervising or managing staff (preferred), with a passion for coaching and mentoring.
- Highly organized and self-motivated, with strong attention to detail.
- Familiarity with mortgage lending practices, compliance, and workflow (strongly preferred).
- Relevant certifications are a plus (e.g., HDI, SCP, ITIL, ServiceNow, Salesforce Service Cloud, CompTIA A+/Network+/ITF+, vendor-specific platform certifications).
