Manager, Client Support

Role overview This position leads a client support team responsible for delivering timely, high-quality service across phone, email, and ticketing channels for users of a long-standing software platform serving the youth camp industry. The role balances day-to-day operations with people leadership, partnering with senior management on hiring, onboarding, scheduling, and continuous improvement of service processes.

Responsibilities - Lead, coach, and hold the support team accountable to KPIs and service levels, including case and call quality reviews and ongoing professional development. - Manage daily operations such as queue and case handling, shift and PTO scheduling, capacity planning, and accurate CRM records. - Serve as the team's point person for the contact-center stack (CRM, phone/queue configuration, workflow automation, issue-tracking) and adapt as tools evolve. - Maintain team knowledge resources, training, and seasonal refreshers so representatives stay current on platform features. - Own client-facing communication around product issues, including publishing announcements and closing the loop with clients when bugs are resolved. - Act as the escalation point for client issues and represent the department in cross-functional stakeholder meetings and special projects.

Requirements - Prior managerial or team-lead experience with the judgment to prioritize competing responsibilities. - Strong communication and active listening skills, including the diplomacy to de-escalate emotionally charged client situations. - Comfort coaching team members through performance and development conversations. - Working knowledge of MS Office and web-based applications; ability to administer the software tools that run daily support operations. - Ability to multitask and sustain efficiency against service-level targets. - Collaborative, team-oriented working style; camp industry experience is helpful but not essential.

Benefits and work setup - Target hiring range $68,800–$103,200 with participation in an annual bonus program (eligibility for a $7,000 bonus). - Remote work within select U.S. states, hybrid at a Boulder, Colorado office, or a mix; reliable high-speed internet required. - Medical, dental, and vision coverage with generous employer contributions, plus an HSA contribution; 401(k) with company match. - 12 weeks of fully paid parental leave for all new parents, mental health resources, a wellness allowance, and trust-based PTO.

Nice to have - Familiarity with the summer camp or youth programs industry. - Exposure to AI-enabled tools and a willingness to apply them in support workflows.