Client Support Manager

Job not on LinkedIn

🔥 1 minute ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $68.8k - $103.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📁 Client Services

👻 Ghost score 0%

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CampMinder

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

CampMinder is a technology company that provides a comprehensive management platform for summer camps. Their user-friendly software includes over 20 camp-specific tools designed to streamline operations for camp directors, registrars, nurses, and staff coordinators. CampMinder's solutions cover various aspects of camp management, such as registration, health management, staff applications, communication, finance, and event management. The platform also features the Campanion app, which leverages facial recognition for sharing camp photos with families. With a customer-centric approach, CampMinder aims to support camp leaders in making every summer memorable while optimizing administrative tasks. Their service caters to camps of all sizes, from small day camps to large sleepaway camps. CampMinder combines a passion for summer camp with innovative technology to deliver reliable and scalable solutions that enhance the camp experience for families and staff alike.

📋 Description

• Lead, manage, and coach the Client Support team • Hold the team accountable to KPIs and service levels • Run feedback and professional development conversations • Monitor case and call quality for coaching opportunities • Partner with the Senior Support Manager on hiring, onboarding, and team staffing • Manage case and phone queues, shift/PTO scheduling, capacity planning, and accurate CRM data • Own and administer Client Support tools, including call-routing and queue configuration • Maintain team knowledge resources and seasonal training refreshers • Publish client-facing announcements and notices about product issues • Close the loop with clients when open bugs are fixed • Serve as escalation point for client issues across phone, email, and ticketing • Recommend and implement improvements to department procedures with CCEO and the Senior Support Manager • Represent Client Support in stakeholder meetings and cross-functional special projects • Provide manager-on-duty coverage and perform other assigned duties

🎯 Requirements

• Prior managerial/leadership experience • Judgment to prioritize competing responsibilities • Exceptional communication and active listening skills • Tact and diplomacy to de-escalate emotionally charged client situations • Experience coaching team members through professional development and performance conversations • Working knowledge of MS Office and proprietary web applications • Comfort administering CRM, phone/contact-center, scheduling, workflow automation, and issue-tracking tools • Ability to multitask and sustain efficiency against service-level targets • Collaborative, team-oriented working style • Knowledge of the summer camp industry helpful, not essential • Reliable, high-speed internet connection if working remotely • Must work remotely within the United States in select states where Campminder has established entities, if choosing remote work

🏖️ Benefits

• Annual Bonus Program with eligibility for $7000 bonus • Robust medical, dental, and vision coverage options with generous employer contributions • $500 employer HSA contribution for HSA-compatible plans • Ability to work remotely, in the office, or a mix • Resources to support mental health and emotional well-being • 12 weeks of 100% paid parental leave for all new parents, including adoption, surrogacy, and foster care • 401(k) with 4% company matching • Trust-Based (flexible) PTO • $900/year wellness allowance • Company-paid subscriptions, training, and support for using AI professionally and personally • Paid loss leave to recover from miscarriage or stillbirth • HSA and wellness allowance contributions may be used toward childcare, eldercare, adoption fees, and fertility treatments like IVF