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.