Analyst – Institutional Client Services
TD
Client Support Manager, AMS+ Products
AgencyBloc
full-time
Posted on:
Location: Iowa • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Requirements
- 5+ years of experience in customer support or client success
- 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)
- 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 making 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
- Preferred: Experience working with health, benefits, or insurance-related SaaS products, or similar regulated industries
- 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.
