Manager, Client Support

United States·BoulderRemotemid

OtherManager

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Quick Summary

Overview

Ideal start timeline: October 2026 Role status: Exempt Compensation: Our target hiring range is $68,800 - $103,200 participation in our Annual Bonus Program with eligibility for $7000 bonus.

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What We Offer

~2 min read

The Client Support Manager role is responsible for providing timely and comprehensive response(s) to all forms of client and internal staff inquiries while ensuring all identified client service levels are met or exceeded by our Client Support Representatives. As a management member of the Client Support department, this position is tasked with maintaining and improving pre-determined Campminder service levels. The Client Support Manager uses their knowledge of the Campminder and CampInTouch systems, system supported features and other available resources, including other team members, to provide best in class client service to the industries we serve.

✓Robust medical, dental, and vision coverage options with generous employer contributions, plus a $500 employer HSA contribution for HSA-compatible plans

✓Ability to choose where you work - remotely, in the office, or a mix!

✓A variety of resources to support mental health and emotional well-being

✓12 weeks of 100% paid parental leave for all new parents, including via adoption, surrogacy, and foster care

✓401(k) with 4% company matching

✓Trust-Based (flexible) PTO (and yes, we use it!)

✓$900/year wellness allowance

✓Company-paid subscriptions, training, and support for using AI professionally and personally. We have a team dedicated to enabling our AI capabilities for our team members and our customers!

Lead, manage, and coach the Client Support team — hold the team accountable to KPIs and service levels, run frequent feedback and professional development conversations, and monitor case/call quality for coaching opportunities
Partner with the Senior Support Manager on hiring, onboarding, and team staffing
Own day-to-day team operations: case and phone queue management, shift/PTO scheduling and capacity planning, and timely, accurate CRM data
Serve as the team's point person for the tools that run Client Support — including call-routing/queue configuration — and adapt as the stack evolves
Keep team knowledge resources and training (including seasonal refreshers) current
Own client-facing communication tied to product issues: publishing announcements/notices and closing the loop with clients when an open bug is fixed
Act as the team's escalation point for client issues across phone, email, and ticketing
Partner with CCEO and the Senior Support Manager to monitor, recommend, and implement improvements to department procedures
Represent Client Support in stakeholder meetings and cross-functional special projects; other duties as assigned, including manager-on-duty coverage

Prior managerial/leadership experience, with the judgment to prioritize competing responsibilities
Exceptional communication and active listening skills, with the tact and diplomacy to de-escalate emotionally charged client situations
Comfort coaching team members through professional development and performance conversations
Working knowledge of MS Office and proprietary web applications; comfort owning and administering the software tools that support daily operations (CRM, phone/contact-center, scheduling, workflow automation, issue-tracking) and adapting as the stack evolves
Ability to multitask and sustain efficiency against service-level targets
Collaborative, team-oriented working style
Knowledge of the summer camp industry helpful, not essential