Client Service Specialist
Manulife
Job Level
Mid-LevelSenior
About the role
- Oversee daily operations to ensure clients get fast, accurate answers for both platforms
- Balance volume against capacity and monitor/report on SLOs and KPIs
- Address urgent matters as they arise and escalate appropriately
- Build and develop the team through consistent coaching, QA, performance management, hiring and training
- Drive client satisfaction by reducing response times and resolving pain points
- Partner with the Director of Client Support on strategy, structure and team development
- Contribute operational horsepower to strategic projects across the business
Requirements
- 3+ years leading and building support teams in a SaaS environment
- Experience managing directly and through others; coaching and performance management
- Strong understanding of operational metrics; data-driven decision making
- Client-obsessed with strong empathy for customers and team members
- Tech-savvy: familiarity with ticketing software, WFM tooling, reporting tools
- Problem-solver comfortable with ambiguity and complex issues
