Overview

TheManager, Client Supportleads a global team of Client Support Analysts and/or Client Support Engineers responsible for delivering high-quality frontline and advanced support experiences to Origami clients. This role ensures consistent,timely, and effective resolution of client inquiries whilecreatinga culture of accountability, technical excellence, and continuous improvement.

The Manager may oversee either a Level 1 Support team or a Level 2 Support team. Leadership focus, coaching approach, performance expectations, and operational rigor are tailored to the technical depth, risk profile, and client impact of the team they support, while ensuring consistent support standards and client experience outcomes across the organization.

The Manager, Client Support is accountable for day-to-day support operations,peopleleadership, escalation integrity, incident oversight, and cross-functional collaboration. This roleleveragesdata, client insights, and team feedback to improve workflows, strengthen documentation and enablement, and influence scalable solutions across Product, Engineering, Platform Support, and Client Success.

Starting base pay for this role is between $128,000 and $160,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).

Responsibilities

Team Leadership & Development

• Leads, mentors, and develops a global team of Client Support Analysts and/or Client Support Engineerson aLevel1 orLevel 2 team

• Oversees hiring, onboarding, and ongoing training to build strong technical, communication, and client service capabilities

• Conducts regular 1:1s, performance reviews, skill assessments, and career development conversations

• If overseeing Level 1team:Coaches team members on structured troubleshooting, documentation quality,escalation remediation, and effective client communication

• If overseeingLevel2team: Coaches team memberson advanced technical investigation, defect validation, incident leadership, and cross-functional technical collaboration.

• Createsa high-performance, client-focused culture rooted in collaboration, accountability, and continuous learning.

• Promotes professional development and internal mobility within the Client Support career family.

Support Operations & Performance Management

• Overseesdaily support workflows for assignedteams and queues, ensuring cases are triaged,progressed, and resolved according to definedperformance expectations andoperating models.

• EnsurestheClient Supportteammeetsstandards for case hygiene,documentationcompleteness, incident qualification, andescalation readiness

• If overseeing Level 2 team: Ensuresthe teammeetsstandards for advanced troubleshooting rigor, defect flagging, root cause validation, and Platform Support handoff readiness

• Monitors SLA performance, backlog health, CSAT, time-to-resolution, and escalation volume usingteam-appropriate success measures

• Usestrend analysis tooptimizeworkload distribution, staffing, and operational efficiency

• Is accountable for new or modified workflow creation and implementation into support operations to evolve case management as client and business needs grow

Incident Management

• Serves as the accountable owner for complex or sensitive client issueswithin client support scope of work, ensuringappropriate technicalownership andtimely decision-making

• Coordinates resolution efforts across Client Support, Engineering, Platform Support, Product, and other stakeholders as needed

• Ensures proactive, clear communication with internal teams and clients during active investigations

• Leads post-incident reviews and root cause analyses, driving follow-upactions and shared learning

ClientAdvocacy & Knowledge Management

• Champions the voice of the client byidentifyingtrends, recurring issues, and systemic risks

• Ensuresteam-specific knowledge bases, playbooks, and enablement resources are current and consistently used

• Partners withproduct and technical expertsto translatetechnical knowledgeintoLevel1and Level 2-specifictraining materials

• Surfaces actionable insightstoProduct, Engineering, and Client Success to drive long-term improvements to experience and the Origami product

Cross-functional Collaboration

• Partners closely with Product, Engineering, Implementation, Technical Account Management, and Client Success to resolve systemic issues and improve end-to-end client experience

• Collaborates across support roles and functions to ensure smooth handoffs, clearescalation ownership, and consistent service delivery

• Contributes to broader initiatives that enhance support effectiveness, operational scalability, and product quality

Other Responsibilities

• This position requires a moderate to elevated level of security and privacy awareness. This roleis responsible forensuring their teamscomply with security and privacy requirements aligned with NIST 800-53, ISO/IEC 27001, and SOC 2. It involves ensuring access is appropriately managed, data is handled securely, and team members complete required training. The role must support internal control enforcement, incident reporting, and ongoing compliance efforts.

• If in the Dominican Republic:This position is considered a role of enhanced trust due to its level of access to systems and sensitive information.

• Other duties as assigned.

• Ability to workas early as7:00a.m.or as late as 7:00p.m.CTif management level action is required

Qualifications

• Bachelor27s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience

• 5+ years ofexperienceclient-facingtechnical support roles within a SaaS or technology environment

• 2+ years ofpeople leadership experience overseeing frontline and/or advanced technical support teams, including remote or distributed teams

• Strong understanding of SaaS support environments, case management systems (e.g., Salesforce Service Cloudor ServiceNow),automated case routingand support performance metrics

• Proven ability to coach, develop, and motivate teamstomaintain high service and quality standards

• Experience managing escalations, incidentand outage response, process improvement, and knowledge management initiatives

• Excellent communication, judgment, and problem-solving skills

• Familiarity with SQL, XML, JavaScript, or similar technical tools is a plus

• Experience supporting global or distributed teams is preferred

• Willingness to travel up to 10%, as needed

Benefits

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
• Paid Time Off Flexible options plus 10 paid company holidays where available**
• All full-time positions are hybrid, with many eligible to be completely remote
• Fully Paid by Origami Risk Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
• Generous family leave optionsincluding adoption and foster care placements
• Pre-Tax Savings Accounts Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
• Retirement Savings 401(k) with company match up to 4%
• Employee Assistance Program (EAP) Confidential & Free support offered to colleagues facing personal or work-related complications
• Education Assistance Program to help colleagues pursue industry/role-specific certifications
• Wellness Benefits reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
• Additional coverages available Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage

**Flexible PTO not available in California or the UK