Prosper

Client Experience Manager

Prosper

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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About the role

  • Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager your team can rely on for clear direction, honest feedback, and real development.
  • Build and maintain a QA function from scratch. Create a systematic process for reviewing response quality, identify patterns in gaps, and coach the team toward consistently hitting a high bar.
  • Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes, and make sure the team is set up to handle whatever comes in.
  • Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them — whether that means building a lightweight solution yourself or writing and managing an engineering ticket to completion.
  • Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not. Build processes that are durable, not just functional.
  • Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team — reducing the volume of issues the team has to field in the first place.
  • Stay ahead of operational issues. When something unexpected breaks figure out the fix and build the safeguard so it doesn't happen again.

Requirements

  • Bring 5–8 years of experience in client experience or support operations, including at least 1–2 years managing a team directly
  • Fluent in support operations: SLAs, ticket workflows, triage structures, and help desk tooling — and you pick up new systems quickly
  • Think and act like an owner — you don't wait to be told something is broken, and you're never fully satisfied with the current bar when better is possible
  • Genuinely care about the clients your team serves, and let that shape how you set standards and develop your people
  • NYC-based preferred; open to remote for the right candidate.
Benefits
  • Our culture is a unique mix of thoughtfulness, kindess, and high-performance. We take time to eat lunch together every single day in NYC, while also setting ambitious goals and holding ourselves accountable to them.
  • We always ensure that we integrate perspectives from experts in our space, including clinicians and autistic self-advocates.
Applicant Tracking System Keywords

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

Hard Skills & Tools
people managementperformance reviewshiringonboardingprocess improvementSOP creationdata analysisworkflow optimizationticket managementclient experience
Soft Skills
clear directionhonest feedbackcoachingproblem-solvingownership mentalityclient empathycommunicationteam developmentadaptabilityleadership