Client Support Manager

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

A Client Support Manager plays a pivotal role in ensuring customer satisfaction by overseeing the support team and managing client interactions. This key position involves addressing and resolving client issues, developing and implementing support strategies, and maintaining a high level of service quality. The Client Support Manager acts as a bridge between the clients and the business, ensuring that feedback is received and acted upon to continually improve service offerings. Additionally, this role requires strong communication skills and a proactive approach to problem-solving, ensuring that clients feel valued and supported throughout their engagement with the company.

- Bachelor's degree in Business, Communications, or related field
- Minimum of 3-5 years experience in client support, customer service, or account management
- Strong problem-solving skills and ability to think critically
- Excellent verbal and written communication skills
- Proficiency with CRM software and client support tools
- Strong organizational and multitasking abilities
- Ability to work effectively both independently and in a team environment
- Experience in training and mentoring junior staff
- Ability to handle high-pressure situations and difficult clients with professionalism
- Strong attention to detail and accuracy
- Demonstrated ability to manage and prioritize multiple tasks effectively
- Proactive approach to identifying and solving problems
- Familiarity with product knowledge and ability to stay updated on new features and updates
- Experience in conducting client check-ins and status meetings
- Ability to gather and analyze client feedback for continuous improvement
- Strong interpersonal skills and ability to build relationships with clients and internal teams
- Flexibility to adapt to changing client needs and support requirements

- Respond to client inquiries via phone, email, and chat promptly
- Resolve client issues efficiently and effectively
- Manage and track client accounts proactively
- Monitor and evaluate client support metrics
- Collaborate with cross-functional teams
- Conduct regular check-ins and status meetings with key clients
- Provide personalized client support
- Train and mentor junior support staff
- Document and track client interactions in a CRM system
- Create and update client support materials
- Escalate unresolved issues to appropriate internal teams
- Gather client feedback
- Assist in the development and implementation of client support policies and procedures
- Stay updated on product knowledge
- Manage and prioritize multiple support requests simultaneously
- Participate in client onboarding and training sessions

The ideal candidate for the Client Support Manager role is a highly experienced professional with a bachelor's degree in Business, Communications, or a related field, and a substantial background of 3-5 years in client support, customer service, or account management. They possess strong problem-solving skills and critical thinking abilities, demonstrated through their efficient and effective resolution of client issues. Their superior verbal and written communication skills are coupled with proficiency in CRM software and other client support tools, enabling them to manage and track client accounts with meticulous attention to detail and accuracy. This candidate excels in organizational and multitasking abilities, crucial for handling high-pressure situations and multiple support requests simultaneously. They are proactive, self-motivated, and possess a high level of empathy and patience, ensuring personalized and exceptional client support. Their strong leadership and mentoring capabilities are evident in their experience training junior staff and conducting regular check-ins and status meetings with key clients. The ideal candidate is also adaptable and tech-savvy, staying updated on new features and product knowledge to better assist clients. They have a proven track record of building and maintaining strong relationships with clients and internal teams, approaching each interaction with a high degree of professionalism and a passion for continuous improvement. Furthermore, they are resilient and composed under pressure, displaying a strong customer-oriented mindset and an unwavering commitment to client satisfaction.

- Respond promptly to client inquiries via phone, email, and chat
- Resolve client issues efficiently and effectively, ensuring high levels of customer satisfaction
- Proactively manage and track client accounts to ensure ongoing satisfaction and retention
- Monitor and evaluate client support metrics to identify trends and areas for improvement
- Collaborate with cross-functional teams to address and resolve complex client issues
- Conduct regular check-ins and status meetings with key clients
- Provide personalized client support ensuring their specific needs and requirements are met
- Train and mentor junior support staff, offering guidance on best practices and troubleshooting techniques
- Document and track all client interactions in a CRM system
- Create and update client support materials, including guides and FAQs
- Escalate unresolved issues to appropriate internal teams, following up to ensure resolution
- Gather client feedback to inform product development and improvements
- Assist in the development and implementation of client support policies and procedures
- Stay updated on product knowledge to effectively assist clients with new features and updates
- Manage and prioritize multiple support requests simultaneously
- Participate in client onboarding and training sessions to ensure smooth transitions

- Strong customer-oriented mindset
- Excellent problem-solving abilities
- Outstanding communication skills
- High level of empathy and patience
- Strong organizational skills
- Detail-oriented with high accuracy
- Ability to multitask efficiently
- Proactive and self-motivated
- Strong leadership and mentoring capabilities
- Ability to work collaboratively in a team
- Quick learner with adaptability
- High degree of professionalism
- Passion for continuous improvement
- Ability to build and maintain relationships
- Resilient and composed under pressure
- Tech-savvy with proficiency in relevant software

- Competitive salary range: $60,000 - $80,000 annually
- Comprehensive health insurance (medical, dental, and vision)
- 401(k) retirement plan with company match
- Generous paid time off (PTO) and holiday schedule
- Flexible working hours and remote work options
- Professional development opportunities and continuing education support
- Performance-based bonuses and incentives
- Employee assistance programs (EAP)
- Wellness programs and fitness membership reimbursements
- Life and disability insurance
- Casual and collaborative work environment
- Opportunities for career growth and advancement
- Company-sponsored events and team-building activities
- Access to the latest technology and tools
- Accommodation for work-from-home equipment
- Transportation and commuter benefits