Client Support Operations Lead

Why We Have This Role

As the Client Support Operations Lead, you will bridge the gap between our Client Growth & Strategy teams and our Client Support specialists. You will play a pivotal role in understanding client organizational goals, diagnosing needs, and scoping client requests to ensure our team’s deep expertise is perfectly matched to drive successful implementations. Working directly with market leaders and internal stakeholders, you will optimize resource utilization and elevate our client support strategy. If you are passionate about driving operational excellence, empowering support teams, and directly impacting the client journey in a dynamic, fast-paced environment, this role is for you.

How You’ll Find Success

• Strategic Problem Solver: Diagnoses complex client needs and scopes implementation solutions effectively.

• Operational & Resource Planner: Thrives at monitoring team utilization and strategically forecasting operations to balance workloads.

• Cross-Functional Connector: Builds trust and seamless working relationships between support, strategy, and market leadership teams.

• Clear & Influential Communicator: Articulates team strengths, technical capabilities, and solution enhancements with clarity and confidence.

• Agile & Adaptable: Prioritizes competing client priorities smoothly in a fast-paced environment.

How You’ll Grow

• Expand your leadership capabilities by actively shaping support strategy on the Client Support leadership team.

• Deepen your strategic operations expertise through cross-departmental alignment, resource allocation, and workflow optimization.

• Gain high-visibility experience presenting client feedback, operational insights, and solution enhancements to market leaders.

• Develop advanced skills in strategic planning, budgeting, and client success delivery.

Things You’ll Do

• Optimize Support Delivery: Scope client requests and align internal team expertise to ensure seamless implementations and elevated client satisfaction.

• Drive Operational Capacity: Proactively monitor and forecast FTE utilization to maintain optimal staffing levels and service excellence.

• Strengthen Stakeholder Collaboration: Serve as the primary operational point of contact between Client Support and the Client Growth & Strategy teams.

• Shape Team Strategy: Participate as an active member of the support leadership team to continuously improve support programs and operational efficiency.

• Deliver Strategic Feedback: Provide actionable insights on market feedback, resource gaps, and solution improvements to internal stakeholder groups.

What We’re Looking For On Your Resume

• 4–6+ years of professional experience in client success, operations, or customer-facing strategic roles.

• Proven experience tracking, managing, or strategically forecasting FTE capacity and resource utilization.

• Bachelor’s degree in a relevant field or equivalent practical experience.

• Strong track record of cross-functional relationship building and project/program coordination.

• Willingness to travel up to 15% for client support, consultations, or team alignment as needed.

What You Should Know About This Team

• Collaborative & Strategic: We partner closely across business units to ensure our client strategy is backed by strong operational execution.

• Impact-Driven: Your work directly impacts overall client retention, implementation success, and operational efficiency.

• Continuous Improvement Focus: We actively encourage team members to provide feedback, experiment with workflow enhancements, and refine processes.

• Flexible Working Schedule: We offer adaptable scheduling within standard business hours (between 8 AM and 5 PM ET) to support business needs and work-life harmony.

Our Team’s Favorite Perks and Benefits

• Comprehensive Health & Wellness: Robust health, dental, and vision coverage options for employees and dependents.

• Flexible Scheduling: Adaptable work hours built around core business hours (8 AM – 5 PM ET).

• Professional Growth & Travel: Opportunities for travel (up to 15%) to connect in-person with key stakeholders and client teams.

• Paid Time Off & Work-Life Balance: Generous vacation policy, company holidays, and flexible time-off policies.