Client Experience Manager

Job not on LinkedIn

🕒 February 24

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Prosper

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2021

🤝 B2B

📚 Education

🌍 Social Impact

B2B • Education • Social Impact

Prosper is a community initiative focused on transforming Birmingham by creating a more inclusive and equitable economy. Founded in 2021, Prosper collaborates with various stakeholders to implement strategies aimed at job creation, preparation, and access, thereby supporting local startups and small businesses in the health, tech, and manufacturing sectors. Their mission centers on fostering a thriving community and reversing economic downturns in the region.

📋 Description

• Own people management end-to-end. Run weekly 1:1s, performance reviews, hiring, and onboarding. Be the manager your team can rely on for clear direction, honest feedback, and real development. • Build and maintain a QA function from scratch. Create a systematic process for reviewing response quality, identify patterns in gaps, and coach the team toward consistently hitting a high bar. • Design and manage team structure. Establish triage tiers, own scheduling across holidays and volume changes, and make sure the team is set up to handle whatever comes in. • Drive continuous process improvement. Identify inefficiencies in workflows and tooling, quantify their impact, and fix them — whether that means building a lightweight solution yourself or writing and managing an engineering ticket to completion. • Create and iterate on SOPs. Document how things should work, monitor whether they're working, and update them when they're not. Build processes that are durable, not just functional. • Translate client patterns into upstream fixes. Spot recurring themes in client questions and complaints, and turn them into clear, data-backed recommendations for the product team — reducing the volume of issues the team has to field in the first place. • Stay ahead of operational issues. When something unexpected breaks figure out the fix and build the safeguard so it doesn't happen again.

🎯 Requirements

• Bring 5–8 years of experience in client experience or support operations, including at least 1–2 years managing a team directly • Fluent in support operations: SLAs, ticket workflows, triage structures, and help desk tooling — and you pick up new systems quickly • Think and act like an owner — you don't wait to be told something is broken, and you're never fully satisfied with the current bar when better is possible • Genuinely care about the clients your team serves, and let that shape how you set standards and develop your people • NYC-based preferred; open to remote for the right candidate.

🏖️ Benefits

• Our culture is a unique mix of thoughtfulness, kindess, and high-performance. We take time to eat lunch together every single day in NYC, while also setting ambitious goals and holding ourselves accountable to them. • We always ensure that we integrate perspectives from experts in our space, including clinicians and autistic self-advocates.