Client Support Manager, AMS+ Products

AgencyBloc is seeking a Manager of Customer Support with strong people leadership skills to oversee our frontline client support team. Reporting to and working closely with the Director of Client Support, this individual will be responsible for managing daily operations, driving team performance, and ensuring that every client interaction—whether by phone, chat, or email—is timely, knowledgeable, and empathetic. The ideal candidate is an experienced manager who can mentor and coach the support team while fostering strong relationships with end-users. This role is critical in helping us deliver a best-in-class support experience and continuously elevating our service.

Responsibilities:

• Manage, coach, and mentor a team of Client Support Specialists to ensure consistent performance, growth, and engagement.
• Conduct 1:1s, performance reviews, and development planning for direct reports.
• Enable the Client Support Team’s success by ensuring alignment with the AgencyBloc mission and culture.
• Be a visible and reliable presence for the team, offering guidance and real-time support as challenges arise.
• Manage day-to-day support operations, including ticket flow, queue management, scheduling and escalations.
• Take accountability for key support metrics such as first response time, resolution time, CSAT, and ticket volume trends.
• Lead and own regular team meetings.
• Participate in product review meetings to stay informed on upcoming changes, advocate for client needs, and prepare the support team for effective client communication & knowledge retention.
• Conduct regular quality assurance (QA) reviews of team interactions to ensure accuracy, consistency, and adherence to client support standards.
• Drive change enablement efforts within the team by translating product updates and business changes into clear, actionable guidance.
• Become a subject matter expert in the AgencyBloc product.
• Collaborate with the Director of Client Support on long-term team planning, staffing forecasts, and operational strategy to meet evolving business and client needs.
• Participate in hiring, onboarding, and training new support team members to ensure rapid ramp-up and cultural alignment. 

Skills/Education/Experience:

• 5+ years of experience in customer support or client success, with at least 3 years in a leadership role managing teams of 4 or more people in a SaaS environment.
• Proven track record of building and leading high-performing support teams, with direct experience in hiring, coaching, and driving performance management.
• Expertise in managing multi-channel support (phone, chat, email), ensuring consistent customer satisfaction and operational efficiency.
• Comprehensive understanding of SaaS platforms, including client onboarding, support workflows, and end-to-end customer lifecycle management.
• Demonstrated ability to lead through change, adapt to evolving technology, and thrive in a fast-paced environment.
• Deep understanding of ticket management systems, SLAs, and enhancing the overall customer experience.
• Extensive experience with tools such as Zendesk, Intercom, Salesforce, or similar CRM/ticketing platforms.
• Excellent written and verbal communication skills.
• Data-driven decision marking with the ability to analyze data and KPIs to improve team performance or customer satisfaction.

Preferred:

• Experience with UAT (User Acceptance Testing), QA processes, and collaborating across functions with product teams to ensure customer-centric solutions.
• Experience working with health, benefits, or insurance-related SaaS products, or similar regulated industries, is highly desirable. 

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.