Client Experience Manager

1 month, 3 weeks ago
Lead
Customer and Technical Support

Rockstar

Rockstar is a platform that connects top talent with companies, helping individuals land roles that accelerate their careers. They focus on roles that offer competitive cash and the opportunity to impact the trajectory of the business.

Professional Services
1-10

Description

  • Lead the client experience team and own day-to-day inbound support across phone, text, and email.
  • Manage people operations end-to-end, including weekly 1:1s, performance reviews, hiring, onboarding, and coaching.
  • Build and maintain a quality assurance function to review response quality and improve team standards.
  • Design team structure and triage tiers, and manage scheduling across holidays and demand fluctuations.
  • Identify workflow and tooling inefficiencies, quantify their impact, and implement fixes through lightweight solutions or engineering tickets.
  • Create, document, and continuously improve SOPs and operational processes.
  • Translate recurring client issues into clear, data-backed recommendations for the product team.
  • Respond to unexpected operational issues, resolve them quickly, and build safeguards to prevent recurrence.

Requirements

  • 5–8 years of experience in client experience or support operations.
  • At least 1–2 years of direct team management experience.
  • Strong working knowledge of support operations, including SLAs, ticket workflows, triage structures, and help desk tooling.
  • Ability to quickly learn and adapt to new systems and tools.
  • Ownership mindset with the ability to identify and solve problems proactively.
  • High standards for quality and a desire to continuously improve processes.
  • Genuine care for clients and the ability to let that guide team development and standards.
  • NYC-based preferred; remote considered for the right candidate.

Interested in this position?

Apply directly on the company website

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