AgencyBloc

Client Services Representative

• 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

Client Support Manager, AMS+ Products