Job DescriptionWe are seeking a highly organized and customer-focused leader to serve as the right hand to our Director of Client Relations. This role will support enterprise account management while helping oversee day-to-day operations of the customer support team. The ideal candidate brings a balance of strategic thinking, hands-on execution, and team leadership.
Key Responsibilities
- Partner closely with the Director of Client Relations to manage and grow enterprise accounts
- Act as a secondary escalation point for high-priority client issues
- Help lead, coach, and develop the customer support team
- Monitor team performance, KPIs, and customer satisfaction metrics (CSAT, NPS, SLAs)
- Identify process improvements to enhance client experience and operational efficiency
- Assist in onboarding new enterprise clients and ensuring long-term success
- Collaborate cross-functionally with sales, operations, and product teams
- Step in to lead the department in the Director's absence
Requirements- 5+ years of experience in client relations, customer success, or support leadership
- Experience working with enterprise or high-value accounts
- Proven ability to manage or mentor team members
- Strong problem-solving and communication skills
- Experience with CRM and support tools (e.g., Salesforce, Zen-desk, HubSpot, etc.)
- Highly organized with the ability to manage multiple priorities
- Bachelor's degree preferred (or equivalent experience)
Experience:
- Microsoft Office: 3 years (Required)
- Customer support manager: 3 years (Required)
Benefits- 401(k)
- Dental insurance
- Flexible spending account
- Life insurance
- Vision insurance
