Manager, Client Support

Job description

**Ideal start timeline:**October 2026 **Role status:**Exempt ***Compensation:** Our target hiring range is $68,800 - $103,200 participation in our Annual Bonus Program with eligibility for $7000 bonus. Actual compensation will be commensurate with experience and skills.* ***Campminder’s Flexible Working Location:** Our employees have the option to work 100% remotely within the United States in select states where Campminder has established entities or their choice of days at home and at our office in Boulder, Colorado. We host a variety of all-company hybrid meetings and social events. We require anybody working remotely to have a very reliable, high-speed internet connection.* --- We know the best people can choose to work anywhere. Here’s a few reasons why 100+ of them choose Campminder: - With 20+ years experience of serving the industry through its digital transformation, we’re stable, profitable, and have developed a loyal customer base (that continues to grow). - We build software for summer camps, an industry that enables meaningful experiences for kids. - We work on interesting, ambitious projects that create real value for our clients. - We know our team members feel their work has an impact on the organization’s purpose. - At the same time, we are genuinely committed to work/life balance. Our team members feel they have the flexibility to take time off when needed and feel supported in making use of flexible working arrangements. - We invest in emerging technology and cutting-edge leadership and are proud to take an "AI-Enabled" approach in our solutions. - We’ve been listed on Outside Magazine’s 50 Best Places to Work for 8 consecutive years for our values-led culture and employee experience. **This role’s mission & overview:** The Client Support Manager role is responsible for providing timely and comprehensive response(s) to all forms of client and internal staff inquiries while ensuring all identified client service levels are met or exceeded by our Client Support Representatives. As a management member of the Client Support department, this position is tasked with maintaining and improving pre-determined Campminder service levels. The Client Support Manager uses their knowledge of the Campminder and CampInTouch systems, system supported features and other available resources, including other team members, to provide best in class client service to the industries we serve. **As a Manager on our Support team, you will:** - Lead, manage, and coach the Client Support team — hold the team accountable to KPIs and service levels, run frequent feedback and professional development conversations, and monitor case/call quality for coaching opportunities - Partner with the Senior Support Manager on hiring, onboarding, and team staffing - Own day-to-day team operations: case and phone queue management, shift/PTO scheduling and capacity planning, and timely, accurate CRM data - Serve as the team's point person for the tools that run Client Support — including call-routing/queue configuration — and adapt as the stack evolves - Keep team knowledge resources and training (including seasonal refreshers) current - Own client-facing communication tied to product issues: publishing announcements/notices and closing the loop with clients when an open bug is fixed - Act as the team's escalation point for client issues across phone, email, and ticketing - Partner with CCEO and the Senior Support Manager to monitor, recommend, and implement improvements to department procedures - Represent Client Support in stakeholder meetings and cross-functional special projects; other duties as assigned, including manager-on-duty coverage **We think a successful candidate will bring:** - Prior managerial/leadership experience, with the judgment to prioritize competing responsibilities - Exceptional communication and active listening skills, with the tact and diplomacy to de-escalate emotionally charged client situations - Comfort coaching team members through professional development and performance conversations - Working knowledge of MS Office and proprietary web applications; comfort owning and administering the software tools that support daily operations (CRM, phone/contact-center, scheduling, workflow automation, issue-tracking) and adapting as the stack evolves - Ability to multitask and sustain efficiency against service-level targets - Collaborative, team-oriented working style - Knowledge of the summer camp industry helpful, not essential **Our Interview Process:** 1. 45 min- interview with People & Culture 2. 60 min- interview with Hiring Manager 3. 60 min- interview with future reports on the Support Team 4. 30 min- interview with CCEO **A few of the benefits we are proud to offer:** - Robust medical, dental, and vision coverage options with generous employer contributions, plus a $500 employer HSA contribution for HSA-compatible plans - Ability to choose where you work - remotely, in the office, or a mix! - A variety of resources to support mental health and emotional well-being - 12 weeks of 100% paid parental leave for all new parents, including via adoption, surrogacy, and foster care - 401(k) with 4% company matching - Trust-Based (flexible) PTO (and yes, we use it!) - $900/year wellness allowance - Company-paid subscriptions, training, and support for using AI professionally and personally. We have a team dedicated to enabling our AI capabilities for our team members and our customers! *We encourage people of all backgrounds to apply:* *We're actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all, including people of color, people from working-class backgrounds, women, and members of the LGBTQ+ community. We welcome and encourage applications from people with these identities or members of other historically marginalized groups.* *Research shows that women and people of color tend not to apply to jobs unless they believe they are 100% qualified and apply to fewer senior-level positions. With that in mind, we encourage you to apply if you're not sure whether you meet our qualifications. We'd love to have the opportunity to consider you!* *We encourage applications from parents, parents-to-be, and those responsible for the caretaking of others. We offer paid parental leave for birthing and non-birthing parents (including for adoption, surrogacy, and foster care placement) and paid loss leave to recover from miscarriage or stillbirth. The company's HSA and wellness allowance contributions may be used toward childcare, eldercare, adoption fees, and fertility treatments like IVF, among other expenses.*