Client Support Manager

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Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with Prime Pay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.

As we continue our evolution and growth into a leading HCM provider to businesses, we are seeking our next Client Support Manager. The Client Support Manager will lead internal and customer-facing projects to ensure exceptional customer experiences and high quality Human Capital Management (HCM) implementations, upgrades and enhancements. This role will drive project teams to deliver within deadlines and budget, document best practices and foster continuous improvement.

At Prime Pay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth.

At Prime Pay, our extraordinary people create our future every single day. Interested? Join us in our evolution!

POSITION OVERVIEW:

The Manager, Client Support, oversees and orchestrates multifaceted operations within the Payroll and Benefits domains. Responsible for managing diverse teams dedicated to customer service, contact center operations, customer experience, and retention. This role designs strategies, sets standards, and implements initiatives to optimize service quality, efficiency, and customer satisfaction. This role demands a seasoned professional capable of steering diverse teams toward exceptional service, optimized experiences, and sustained customer loyalty.

RESPONSIBILITIES:

• Manage and supervise a contact center team, ensuring service quality, timely inquiry resolution, and adherence to policies through performance monitoring, metrics, and coaching.
• Guide teams’ efforts to improve service delivery and the customer journey by facilitating regular discussions, gathering feedback, and implementing workflow efficiencies.
• Lead customer retention and experience optimization initiatives by analyzing support data, identifying trends, and implementing targeted, cost-effective improvements.
• Design and implement training programs to address knowledge gaps and build subject matter expertise across the team.
• Partner cross-functionally with stakeholders such as Tax, Product, Compliance, and Implementation to identify recurring issues, address root causes, and implement scalable support solutions.

QUALIFICATIONS:

• Proven expertise in managing contact center operations with a strong track record of improving customer experience, driving retention, and meeting service performance targets.
• Skilled in using customer interaction data and support metrics to inform strategic decisions and identify opportunities for service improvement.
• Strong leadership and communication skills with a demonstrated ability to foster cross-functional partnerships and align teams on shared service goals.
• Demonstrates a strong accountability mindset, effectively setting and reinforcing expectations to coach teams through performance and change.
• Committed to proactive team development through continuous education, upskilling, and transparent feedback loops.
• Acquainted with industry-standard tools and technologies used to optimize customer service delivery and experience.
• Education:
  
  Bachelor’s degree in a related field.
• Experience:
  
  5+ years of experience in relationship management and customer service.
• Demonstrated experience in managing diverse customer service or contact center teams.
• Experience in implementing customer experience enhancement initiatives.
• Proven track record in customer retention and service-focused operations.

DISCLAIMER:

The information provided within is not intended to be a comprehensive list of the duties and responsibilities of the job, nor is it intended to be a comprehensive list of skills and abilities required to do the job. This description reflects management’s assignment of essential functions; it does not restrict the…