Client Services Manager

Client Services Manager

Location: Frisco, TX | North Palm Beach, FL (Hybrid)

In this position, you'll be based in one of the approved office locations for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

The Client Service Representative (CSR) team serves as a critical support channel for client accounts across the business. As the Client Services Manager, you'll lead a team focused on delivering exceptional service, resolving client issues, and creating positive client experiences while helping shape the future of the organization.

This is an exciting opportunity to join a team during a period of significant transformation and growth. You'll play a key role not only in leading people, but also in helping establish stronger processes, improve operational efficiency, and build a more scalable service model that supports future business needs.

A role you will love

As a Client Services Manager, you'll lead, coach, and develop a team of Client Service Representatives while overseeing day-to-day service delivery, escalation management, process improvement initiatives, and operational planning. You'll partner closely with Sales, Account Management, Operations, Product, and Leadership teams to help drive client satisfaction, retention, and business success.

This role is ideal for a leader who can balance strategic thinking with a willingness to remain connected to day-to-day service operations.

Other key responsibilities include:

• Leading, coaching, and developing a team of Client Service Representatives
• Establishing team performance expectations and providing ongoing feedback and development support
• Serving as the primary escalation point for complex client concerns and service issues
• Monitoring service quality, response times, client satisfaction, and service delivery metrics
• Driving process improvement, workflow efficiency, and operational excellence initiatives
• Managing staffing, scheduling, workload balancing, and workforce planning
• Partnering with Account Management, Sales, Product, Operations, and Leadership teams to improve service outcomes
• Supporting organizational change initiatives and helping build scalable service processes
• Monitoring team performance, service levels, and operational KPIs while implementing corrective actions when needed
• Providing frontline insights that help improve products, services, and overall client experience

What will you bring to the role?

Required:

• Prior people leadership experience
• Experience managing client escalations and complex service issues
• Strong customer service leadership background
• Experience coaching, mentoring, and developing teams
• Strong communication and stakeholder management skills
• Ability to work effectively across multiple functions and departments
• Experience improving operational processes and service delivery
• Strong problem-solving and decision-making skills
• Ability to balance client needs with business objectives

Preferred:

• Customer Success leadership experience
• Operations leadership experience
• Experience working in a high-volume service environment
• Experience implementing process improvements and operational efficiencies
• Experience with CRM, ticketing, reporting, and workflow management systems
• Experience within corporate services, compliance, governance, or related business environments

Rewards designed for you

Paid parental leave flexible working and a caring and inclusive culture

Health and wellbeing rewards that can be tailored to support you and your family, including paid time off, observed holidays, medical, dental and vision plans

Invest in your future with 401k matching, setting aside salary to purchase shares in our company and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter

Income protection Our package includes short and long-term disability benefits, life insurance and supplemental life insurance

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub

*This role may require travel of up to 10%.

Computershare will use data analytics and artificial intelligence systems to help recruiters analyze and assess candidate and application information. These systems make our application and review process more efficient and assist our team in identifying candidates based on professional qualifications, skills, and experience commensurate with the role applied for. All outputs from these systems are evaluated by our recruiters and are not the sole source of whether to consider a candidate for employment.