Client Support Manager, AMS+ Products

AgencyBloc

full-time

Posted on: 9/4/2025

Origin: • 🇺🇸 United States • Iowa

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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

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.