Manager Client Support

POSITION OVERVIEW:

The Manager, Client Support, oversees and orchestrates multifaceted operations within the Payroll and Benefits domains. Responsible for managing diverse teams dedicated to customer service, contact center operations, customer experience, and retention. This role designs strategies, sets standards, and implements initiatives to optimize service quality, efficiency, and customer satisfaction. This role demands a seasoned professional capable of steering diverse teams toward exceptional service, optimized experiences, and sustained customer loyalty.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Manage and supervise a contact center team, ensuring service quality, timely inquiry resolution, and adherence to policies through performance monitoring, metrics, and coaching.

• Guide teams’ efforts to improve service delivery and the customer journey by facilitating regular discussions, gathering feedback, and implementing workflow efficiencies.

• Lead customer retention and experience optimization initiatives by analyzing support data, identifying trends, and implementing targeted, cost-effective improvements.

• Design and implement training programs to address knowledge gaps and build subject matter expertise across the team.

• Partner cross-functionally with stakeholders such as Tax, Product, Compliance, and Implementation to identify recurring issues, address root causes, and implement scalable support solutions.

KSA’S (KNOWLEDGE, SKILLS, AND ABILITIES):

• Proven expertise in managing contact center operations with a strong track record of improving customer experience, driving retention, and meeting service performance targets.

• Skilled in using customer interaction data and support metrics to inform strategic decisions and identify opportunities for service improvement.

• Strong leadership and communication skills with a demonstrated ability to foster cross-functional partnerships and align teams on shared service goals.

Demonstrates a strong accountability mindset, effectively setting and reinforcing expectations to coach teams through performance and change.

• Committed to proactive team development through continuous education, upskilling, and transparent feedback loops.

• Acquainted with industry-standard tools and technologies used to optimize customer service delivery and experience

EDUCATION & EXPERIENCE

• Education: Bachelor’s degree in a related field.

• Experience: 5+ years of experience in relationship management and customer service.

• Demonstrated experience in managing diverse customer service or contact center teams.

• Experience in implementing customer experience enhancement initiatives.

• Proven track record in customer retention and service-focused operations.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Must be able to remain in a stationary position for the majority of the day.

• Consistently operates a computer and other office machinery such as copiers and printers.

• Frequently communicates with clients and must be able to exchange accurate information via phone and e-mail.

• Scarcely required to move about the office and transport up to five pounds.

SUCCESS METRICS:

• Customer Satisfaction Index (CSI) Improvement: Achieve a 10% increase in the Customer Satisfaction Index (CSI) within the Payroll and Benefits domains over a quarter by implementing targeted customer service enhancements and resolution strategies based on feedback analysis.

• First Contact Resolution (FCR) Rate Enhancement: Elevate the FCR rate by 15% for live chat inquiries within the Payroll and Benefits domains within six months, emphasizing training programs and process improvements to empower teams for swift issue resolution during initial contact.

• Retention Rate Augmentation: Increase customer retention within the Payroll and Benefits areas by 20% annually by executing tailored retention initiatives, fostering long-term relationships, and implementing loyalty programs to reduce churn.

• Operational Efficiency Enhancement: Reduce the average handling time for inquiries by 25% within the first year by optimizing workflows, leveraging technology, and introducing streamlined processes for the contact center operations within the Payroll and Benefits domains.

DISCLAIMER:

The information provided within is not intended to be a comprehensive list of the duties and responsibilities of the job, nor is it intended to be a comprehensive list of skills and abilities required to do the job. This description reflects management’s assignment of essential functions; it does not restrict the tasks that may be assigned and/or changed by PrimePay at any time.