About the role

The Client Service Operations Manager plays a critical leadership role in ensuring the efficiency, consistency, and quality of the Client Service team’s daily operations. This individual is responsible for overseeing workflow management, workload distribution, and process standardization across Client Support Leads and Sales Support Representatives. Acting as a key liaison between departments, the role supports seamless cross-functional collaboration, resolves service bottlenecks, and drives a consistent, high-quality client experience. The position also focuses on building team capability through training, coaching, and clear process documentation, while using data and system insights to continuously improve performance and service delivery.

What you'll do

Lead and supervise the daily operations of the Client Service team, including Client Support Leads and Sales Support Representatives
Manage workload distribution, prioritization, task assignments, and follow-ups to ensure timely and accurate completion of client support activities
Establish and maintain consistent delegation workflows and process standards across the team
Monitor workload trends, task aging, service bottlenecks, and overall performance to maintain service efficiency
Develop, maintain, and enforce standard operating procedures (SOPs) across systems such as Salesforce, Acumatica, monday.com, and other tools
Train new team members and provide ongoing coaching, feedback, and development support
Ensure accurate and consistent documentation of client interactions, account activity, project details, and internal handoffs
Maintain and analyze reports and dashboards to track productivity, service quality, and adherence to processes
Serve as the Client Service department representative in cross-functional meetings and initiatives
Collaborate with Sales, E-Commerce, Production, Art, Purchasing, Accounting, and Operations to resolve issues and improve workflows
Support and manage escalated client service issues, ensuring timely resolution
Identify process gaps, inefficiencies, or training needs and recommend actionable improvements
Communicate department updates, process changes, and expectations clearly to the team
Establish and reinforce service standards that deliver a consistent, professional, and client-focused experience

Qualifications

High school diploma required; associate or bachelor’s degree in business administration, operations, communications, or a related field preferred
3–5 years of experience in client service, sales support, operations, or a related field
1–2 years of experience in a leadership, supervisory, or team coordination role preferred
Proven experience managing workload distribution, prioritization, and service workflows in a fast-paced environment
Experience developing and maintaining SOPs and training team members on processes preferred
Proficiency with CRM, ERP, or workflow tools; experience with Salesforce, Acumatica, monday.com, or similar platforms preferred
Ability to analyze reports, dashboards, and system data to assess performance and identify improvement opportunities
Strong written and verbal communication skills with the ability to clearly convey expectations and process changes
Demonstrated ability to collaborate cross-functionally to resolve issues and improve operational efficiency
Excellent organizational, time management, and problem-solving skills with the ability to manage multiple priorities
Ability to coach, motivate, and hold team members accountable to performance and service standards
Strong judgment, professionalism, and discretion when handling sensitive client and business matters

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