Client Services Manager

Location 61 MORELAND RD,Simi Valley, CA, 93065-1662,United States
Base Pay $75,000.00 - $85,000.00 / Year
Job Category Client Services, Customer Service
Employee Type Exempt
Manage Others Yes
Description
Essential Functions

Including but not limited to the following:
Set and uphold standards of superior client service across the department.
Handle high-level client escalations and ensure successful resolution.
Identify trends in client feedback and provide data-backed recommendations to the SVP.
Oversee complex issue resolution involving client communication, order processing, fulfillment, or logistics.
Administer and oversee training for the Client Services team.
Recommend potential projects to the SVP aimed at improving the department's efforts.
Requirements

Bachelor's degree preferred, or equivalent experience.
4+ years of experience managing client-facing teams, including experience managing supervisors or leads (manage-the-manager experience).
Strong leadership, interpersonal, and communication skills.
Experience with CX metrics, reporting, and process improvement.
Summary

Primary Responsibilities

Directly manage the Client Services Supervisor(s), providing coaching, performance feedback, and day-to-day direction.
Lead, coach, and develop the full Client Services team, building bench strength and supporting career growth.
Conduct regular one‑on‑ones with direct reports; ensure Supervisors are doing the same with their teams, with conversations properly recorded in HRIS.
Own hiring, onboarding, and performance management for the department in partnership with HR.
Structure the department for efficiency while maintaining world‑class service standards.
Operations & Service Quality

Ensure all Client Services channels (phone, email, chat) are meeting SLA and quality standards.
Own and report on key CX metrics (CSAT, first-response time, resolution time, etc.) to the SVP.
Review and continuously improve Client Services procedures, policies, and training materials.
Serve as the escalation point for complex client issues and cross‑departmental service breakdowns.
Manage the team's timesheets and approve prior to Accounting deadlines.
Own Client Services department meetings and metrics reviews.
Cross‑Functional Collaboration

Partner with Operations, Marketing, DTC, and Tech teams to identify and resolve client experience pain points.
Represent Client Services in cross‑functional discussions, surfacing trends and data‑backed recommendations.
Support the SVP in developing and executing the department's roadmap and long‑term goals.

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