Client Care Manager

RainFocus is an innovative software company serving Fortune 500 clients with a platform that enhances event experiences and business intelligence. They are seeking a Client Care Manager to lead their Customer Support team and ensure excellent client service.

Location: Remote

Responsibilities

• Manage the day-to-day operations of a remote and offshore analyst team across multiple regions
• Monitor team activities and use analytics to meet or exceed KPIs
• Perform quality audits of support tickets and provide coaching
• Handle escalations and communicate with clients effectively
• Conduct team meetings, 1:1s, and career planning
• Coach and develop remote team members
• Support KPIs by working tickets as needed
• Represent bugs and enhancement requests with Engineering
• Create and maintain reports in Salesforce
• Monitor team metrics including CSAT, Response Time, Backlog
• Manage team scheduling and shift coverage
• Develop policies and procedures for support operations
• Update knowledge-base articles, training, and documentation
• Develop technical expertise in RainFocus products and become SME
• Foster adaptability to evolving technology and lead initiatives

Requirements

• 3+ years of experience in a Technical Support role, preferably SaaS
• Proven leadership experience within a team environment
• Availability during core business hours
• Leadership and management skills supporting global teams
• Strong technical problem-solving skills in complex platforms
• Ability to lead and guide teams on technical issues
• Excellent cross-functional communication skills

Benefits

• Competitive salaries
• Competitive benefits
• 401k
• Generous PTO
• Team building activities