Client Experience Manager

Rockstar

Client Experience Manager managing client support operations for a company focused on mental health services. Leading the team to enhance client experience and operational efficiency.

Posted 5/6/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager the 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

What you’ll need

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 pick up new systems quickly
Think and act like an owner — do not wait to be told something is broken, and never be fully satisfied with the current bar when better is possible
Genuinely care about the clients the team serves, and let that shape how standards are set and people are developed
NYC-based preferred; open to remote for the right candidate

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Rockstar Website LinkedIn All Job Openings 1 - 10 employees 🎯 Recruiter 👥 HR Tech 🤖 Artificial Intelligence Recruitment
HR Tech
Artificial Intelligence Rockstar is a full-service recruitment company that leverages a blend of human expertise and artificial intelligence to help businesses hire better and faster at a lower cost. They offer a comprehensive recruitment service for less than $1,500 per role by providing access to a large talent database, fast and efficient candidate reviews, and human screening. Their proprietary AI enables the review of thousands of applications to quickly match candidates to job descriptions, while custom screening calls are conducted by recruiters in the US, UK, or Australia. Rockstar supports hiring across a wide range of professional roles, including sales, marketing, strategy, product, business operations, analytics, data science, software development, infrastructure, finance, and accounting. This flexible approach allows companies to meet strong candidates without long-term commitments, making it a cost-effective solution for teams of all sizes. Client Experience Manager Job not on LinkedIn 🔥 4 minutes ago 🗽 New York – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager the 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 pick up new systems quickly
Think and act like an owner — do not wait to be told something is broken, and never be fully satisfied with the current bar when better is possible
Genuinely care about the clients the team serves, and let that shape how standards are set and people are developed
NYC-based preferred; open to remote for the right candidate Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Client Experience Specialist 🔥 1 hour ago Knowledge Anywhere 11 - 50 ☁️ SaaS 📚 Education 🏢 Enterprise Website LinkedIn All Job Openings Client Experience Specialist at Coldwell Banker facilitating real estate transactions and providing administrative support for agents. Working remotely to ensure seamless experiences for clients and agents in Arizona time zone. 🇺🇸 United States – Remote 💵 $21 - $24 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 🏆 Customer Success 🚫👨‍🎓 No degree required Client Experience Specialist 🔥 1 hour ago Knowledge Anywhere 11 - 50 ☁️ SaaS 📚 Education 🏢 Enterprise Website LinkedIn All Job Openings Client Experience Specialist managing non-licensed real estate transactions for Coldwell Banker by ensuring timely and accurate processing while collaborating with various stakeholders. 🇺🇸 United States – Remote 💵 $21 - $24 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 🏆 Customer Success 🚫👨‍🎓 No degree required Customer Success Manager 🔥 2 hours ago Thales 10,000+ employees 🚀 Aerospace 🔒 Cybersecurity 🤖 Artificial Intelligence Website LinkedIn All Job Openings Manager, Customer Success at Thales overseeing a team for mid-market customer success. Driving engagement, retention, and growth with a strong focus on operational excellence. 🇺🇸 United States – Remote 💵 $125.1k - $226.5k / year ⏰ Full Time 🟠 Senior 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor Client Success Manager 🔥 2 hours ago DailyPay 501 - 1000 💳 Fintech 🤝 B2B 👥 HR Tech Website LinkedIn All Job Openings Client Success Manager developing strong client relationships and driving product adoption at DailyPay. Advocating for clients’ needs to ensure growth and retention. 🇺🇸 United States – Remote 💵 $76k - $114k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success Senior Director Analyst, CRM Technologies 🔥 3 hours ago Gartner 10,000+ employees 🏢 Enterprise Website LinkedIn All Job Openings Senior Director Analyst leading CRM Technologies insights at Gartner. Establishing credible market voice and providing actionable insights for client organizations. 🇺🇸 United States – Remote 💵 $172k - $202.5k / year ⏰ Full Time 🟠 Senior 🏆 Customer Success 🦅 H1B Visa Sponsor View More Customer Success Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

people managementperformance reviewshiringonboardingprocess improvementSOP creationdata analysisworkflow optimizationticket managementclient experience

Soft Skills

clear directionhonest feedbackcoachingproblem-solvingownership mentalityclient empathycommunicationteam developmentadaptabilityleadership