Client Care Manager

Job Summary

Leading a dedicated team of analysts, the full-time remote Client Care Manager will oversee customer support operations, ensuring a best-in-class experience for clients and internal stakeholders while managing team performance and development.

Key responsibilities:

• Manage day-to-day operations of a remote and offshore analyst team across multiple regions
• Monitor team activities and use analytics to meet or exceed KPIs, conducting regular quality audits and providing coaching
• Field escalations and engage clients with clear communication, while developing policies and procedures for the support team

Required qualifications:

• 3+ years of experience in a Technical Support role, preferably in a SaaS environment
• Proven leadership experience within a team environment, supporting globally distributed teams
• Strong technical background with problem-solving abilities in a high-pressure platform
• Excellent communication skills for cross-functional collaboration
• Availability during core business hours