Manager, Client Support

Origami Risk

Manager of Client Support overseeing global team delivering high-quality support experiences for Origami Risk clients. Focused on improving workflows and client advocacy within the organization.

Posted 7/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $128,000 - $160,000 per yearWebsite

Tech Stack

Tools & technologies

CloudJavaScriptServiceNowSQL

About the role

Key responsibilities & impact

Leads, mentors, and develops a global team of Client Support Analysts and/or Client Support Engineers on a Level 1 or Level 2 team
Oversees hiring, onboarding, and ongoing training to build strong technical, communication, and client service capabilities
Conducts regular 1:1s, performance reviews, skill assessments, and career development conversations
Coaches team members on structured troubleshooting, documentation quality, escalation remediation, and effective client communication
Creates a high-performance, client-focused culture rooted in collaboration, accountability, and continuous learning
Oversees daily support workflows for assigned teams and queues, ensuring cases are triaged, progressed, and resolved according to defined performance expectations and operating models
Ensures the Client Support team meets standards for case hygiene, documentation completeness, incident qualification, and escalation readiness
Monitors SLA performance, backlog health, CSAT, time-to-resolution, and escalation volume using team-appropriate success measures
Serves as the accountable owner for complex or sensitive client issues within client support scope of work, ensuring appropriate technical ownership and timely decision-making
Coordinates resolution efforts across Client Support, Engineering, Platform Support, Product, and other stakeholders as needed
Champions the voice of the client by identifying trends, recurring issues, and systemic risks
Partners closely with Product, Engineering, Implementation, Technical Account Management, and Client Success to resolve systemic issues and improve end-to-end client experience.

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
5+ years of experience client-facing technical support roles within a SaaS or technology environment
2+ years of people leadership experience overseeing frontline and/or advanced technical support teams, including remote or distributed teams
Strong understanding of SaaS support environments, case management systems (e.g., Salesforce Service Cloud or ServiceNow), automated case routing and support performance metrics
Proven ability to coach, develop, and motivate teams to maintain high service and quality standards
Experience managing escalations, incident and outage response, process improvement, and knowledge management initiatives
Excellent communication, judgment, and problem-solving skills
Familiarity with SQL, XML, JavaScript, or similar technical tools is a plus
Experience supporting global or distributed teams is preferred
Willingness to travel up to 10%, as needed.

Benefits

Comp & perks

Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
Paid Time Off – Flexible options plus 10 paid company holidays where available**
Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
Generous family leave options—including adoption and foster care placements
Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
Retirement Savings – 401(k) with company match up to 4%
Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
Education Assistance Program – to help colleagues pursue industry/role-specific certifications
Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Technical SupportIncident ManagementProcess ImprovementKnowledge ManagementSQLXMLJavaScript

Soft Skills

CommunicationJudgmentProblem-Solving