Manager, Client Experience Technical
Core
Lead high-performing technical support operations, maintain strong client relationships, and develop Team Captains into successful leaders for global SaaS and AI client programs.
Role type
Manager, Client Experience Technical (Operations & People Leadership)
Builds
Scalable support practices, operational frameworks, and high-performing technical support teams for global SaaS and AI clients.
Domain
SaaS, AI, Global Client Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Operational strategy execution, team development and coaching, escalation management, performance reporting, risk identification, process optimization, stakeholder management, hiring and onboarding oversight, data analysis for operational insights.
Preferred skills
Experience with Zendesk, Jira, Salesforce, HubSpot, Talkdesk, Google Workspace.
Technologies
Zendesk, Jira, Salesforce, HubSpot, Talkdesk, Google Workspace
Responsibilities
Develop and maintain authentic relationships with Client stakeholders; Monitor performance against Client KPIs, SLAs, CSAT, QA, and productivity; Lead, coach, and develop Team Captains; Drive continuous improvement initiatives and process optimization; Execute daily, weekly, and monthly operational reviews; Establish clear escalation paths and operational frameworks.
Seniority
Manager, hands-on leadership
