Manager, Client Support

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $128k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📁 Client Services

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Origami Risk

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

⚕️ Healthcare Insurance

🏢 Enterprise

💰 Private Equity Round on 2018-03

Insurance • Healthcare Insurance • Enterprise

Origami Risk is a comprehensive software platform that simplifies and enhances risk management and insurance processes. It provides tools for data integration, automating workflows, and facilitating collaboration across various sectors such as healthcare, manufacturing, and construction. Origami Risk supports organizations in improving their safety programs, claims administration, policy management, and compliance with governance requirements, ensuring a tailored approach to risk management.

📋 Description

• Leads, mentors, and develops a global team of Client Support Analysts and/or Client Support Engineers on a Level 1 or Level 2 team • Oversees hiring, onboarding, and ongoing training to build strong technical, communication, and client service capabilities • Conducts regular 1:1s, performance reviews, skill assessments, and career development conversations • Coaches team members on structured troubleshooting, documentation quality, escalation remediation, and effective client communication • Creates a high-performance, client-focused culture rooted in collaboration, accountability, and continuous learning • Oversees daily support workflows for assigned teams and queues, ensuring cases are triaged, progressed, and resolved according to defined performance expectations and operating models • Ensures the Client Support team meets standards for case hygiene, documentation completeness, incident qualification, and escalation readiness • Monitors SLA performance, backlog health, CSAT, time-to-resolution, and escalation volume using team-appropriate success measures • Serves as the accountable owner for complex or sensitive client issues within client support scope of work, ensuring appropriate technical ownership and timely decision-making • Coordinates resolution efforts across Client Support, Engineering, Platform Support, Product, and other stakeholders as needed • Champions the voice of the client by identifying trends, recurring issues, and systemic risks • Partners closely with Product, Engineering, Implementation, Technical Account Management, and Client Success to resolve systemic issues and improve end-to-end client experience.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience • 5+ years of experience client-facing technical support roles within a SaaS or technology environment • 2+ years of people leadership experience overseeing frontline and/or advanced technical support teams, including remote or distributed teams • Strong understanding of SaaS support environments, case management systems (e.g., Salesforce Service Cloud or ServiceNow), automated case routing and support performance metrics • Proven ability to coach, develop, and motivate teams to maintain high service and quality standards • Experience managing escalations, incident and outage response, process improvement, and knowledge management initiatives • Excellent communication, judgment, and problem-solving skills • Familiarity with SQL, XML, JavaScript, or similar technical tools is a plus • Experience supporting global or distributed teams is preferred • Willingness to travel up to 10%, as needed.

🏖️ Benefits

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses • Paid Time Off – Flexible options plus 10 paid company holidays where available** • Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance • Generous family leave options—including adoption and foster care placements • Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account • Retirement Savings – 401(k) with company match up to 4% • Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications • Education Assistance Program – to help colleagues pursue industry/role-specific certifications • Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management • Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage