Client Support Manager

The
Client Support Manager
is responsible for leading the customer support operation, ensuring timely, efficient, and high-quality service. The primary goal of this role is to drive customer satisfaction, effectively resolve issues, and build strong, long-term client relationships.

Key Responsibilities
- Lead and supervise the customer support team
- Manage and resolve complex cases and escalations
- Ensure compliance with response and resolution times (SLAs)
- Implement and optimize support processes
- Monitor service quality and customer satisfaction
- Collaborate with internal teams (operations, product, sales) to resolve issues
- Analyze performance metrics and generate reports
- Identify opportunities to improve the overall customer experience

Requirements
- Bachelor’s degree in Business Administration, Engineering, Business, or related fields
- 3–5 years of experience in customer support




- Proven experience leading teams
- Familiarity with support tools (Zendesk, Freshdesk, Salesforce, etc.)
- Strong understanding of service metrics (SLA, CSAT, resolution time)
- Advanced English proficiency

Key Skills
- Leadership and team management
- Problem-solving skills
- Effective communication
- Customer-oriented mindset
- Analytical thinking
- Conflict resolution

Key Performance Indicators (KPIs)
- Average response time
- Resolution time
- Customer Satisfaction Score (CSAT)
- SLA compliance
- First contact resolution rate
- Escalation rate

Overall Objective

To deliver an efficient, reliable, and customer-focused support experience, strengthening client relationships and contributing to the company’s growth and reputation.

📌 Client Support (Medellín)
🏢 Lawfficiency
📍 Medellín