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Breezeway is the leading property operations and services platform for short-term rentals.
Client Support Manager
Location
Arizona + 26 moreAll locations: Arizona | California | Connecticut | Florida | Idaho | Illinois | Maine | Nevada | New Hampshire | New Jersey | New York | North Carolina | Ohio | Oregon | Massachusetts | Michigan | Missouri | Pennsylvania | Rhode Island | South Carolina | Tennessee | Texas | Utah | Vermont | Virginia | Washington | Wisconsin
Posted
88 days ago
Salary
0
Seniority
Senior
Job Description
Client Support Manager
Breezeway
• Manage and develop a team of Client Support Specialists, providing coaching, feedback, and guidance to drive strong individual and team performance. • Manage the Support department’s day-to-day operations and work in the support queue when needed. • Develop and maintain operational procedures, workflows, and quality standards to ensure consistent delivery of excellent customer service. • Review and handle escalated client issues from Client Support Specialists. • Track and report on key support metrics related to efficiency, customer satisfaction, quality, and accuracy. • Perform regular audits of client interactions to maintain high support quality standards. • Work closely with Engineering to troubleshoot, investigate, and resolve technical product issues. • Hire and onboard new Client Support Specialists as the team grows. • Collaborate with Sales, Client Success, Product, and Engineering to improve the overall client experience. • Identify opportunities to reduce support demand through knowledge base improvements, self-service tools, and AI-driven automation. • Partner with RevOps to implement AI-enabled support capabilities such as automated responses, knowledge assistants, and workflow automation. • Analyze support trends and client interaction data to identify recurring product issues and opportunities for operational improvement. • Surface product friction points from support interactions and partner with Product and Engineering to prioritize fixes that improve the client experience and reduce future support volume. • Provide support as needed for the Assist product and call center operations. • Some weekend work may be required in the event of emergencies or widespread product issues.
Job Requirements
- 3+ years of experience managing a support or client success team and driving team performance.
- A “customer-first” mentality with a focus on delivering an exceptional client experience.
- Experience building successful teams and creating scalable, data-driven support processes.
- Experience supporting a technical SaaS product and working closely with Product and Engineering teams to troubleshoot and resolve client issues.
- Experience leveraging automation, knowledge management systems, or AI-driven tools to improve support efficiency is strongly preferred.
- Comfort evaluating and implementing modern support technologies such as AI chat assistants, knowledge automation, and workflow automation tools.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities while maintaining strong attention to detail.
- Proficient with CRM systems and customer engagement platforms.
- Strong time management and prioritization instincts.
- The Client Success team is distributed across multiple states, so the ability to work autonomously from home is important.
Benefits
- Breezeway is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status.
- We embrace diversity and are committed to creating an inclusive workplace.
- We believe that respect fosters open-mindedness and curiosity, enabling us to gain valuable perspectives from our teammates, the market, and our clients.
- All qualified applicants will receive consideration for employment without regard to these factors.
- If you need accommodation during the application process, please let us know.
- We're a remote-first company with team members across the U.S. and globe, but we currently hire only in the following states and countries.
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