Breezeway

Client Services Representative

• Manage and develop a team of Client Support Specialists, providing coaching, feedback, and guidance to drive strong individual and team performance.
• Manage the Support department’s day-to-day operations and work in the support queue when needed.
• Develop and maintain operational procedures, workflows, and quality standards to ensure consistent delivery of excellent customer service.
• Review and handle escalated client issues from Client Support Specialists.
• Track and report on key support metrics related to efficiency, customer satisfaction, quality, and accuracy.
• Perform regular audits of client interactions to maintain high support quality standards.
• Work closely with Engineering to troubleshoot, investigate, and resolve technical product issues.
• Hire and onboard new Client Support Specialists as the team grows.
• Collaborate with Sales, Client Success, Product, and Engineering to improve the overall client experience.
• Identify opportunities to reduce support demand through knowledge base improvements, self-service tools, and AI-driven automation.
• Partner with RevOps to implement AI-enabled support capabilities such as automated responses, knowledge assistants, and workflow automation.
• Analyze support trends and client interaction data to identify recurring product issues and opportunities for operational improvement.
• Surface product friction points from support interactions and partner with Product and Engineering to prioritize fixes that improve the client experience and reduce future support volume.
• Provide support as needed for the Assist product and call center operations.
• Some weekend work may be required in the event of emergencies or widespread product issues.

Client Support Manager

Customer Support

• Troubleshoot technical client issues to resolution or escalate to the appropriate resource.
• Utilize internal resources and client-facing documentation to assist in resolving issues and answering questions.
• Educate clients on how to leverage our tools to simplify their complex workflows.
• Collaborate cross-functionally with Sales and Product to turn valuable client feedback into practical product improvements.
• Develop domain expertise in property care and a deep understanding of client needs.
• Maintain expert product knowledge