Manager, Client Support

Manager, Client Support

The Program Services Department coordinates client engagement and support for God’s Love We Deliver. As the Manager of Client Support, you will lead the team that serves as the first point of contact for new and existing clients. Your role will focus on intake, recertification, inquiry resolution, and continuous improvement of client experience through timely, efficient, and compassionate service.

Key Responsibilities and Duties

• Oversee agency responsiveness, ensuring client requests are processed promptly, efficiently, and accurately.
• Supervise and support client support staff and volunteers, including hiring, training, performance evaluation, and morale cultivation.
• Provide high-quality customer support via phone and email, resolving inquiries in a time-sensitive environment.
• Coordinate client recertification activities and communications to clients and providers.
• Communicate service updates or agency closures to clients via selected platforms.
• Manage call center vendor engagement and usage of technology to handle high call volume.
• Maintain detailed data entry, meet daily onboarding quotas, and keep ongoing client records.
• Address client inquiries about services, scheduling, and changes, and handle escalated issues.
• Adhere to guidelines, laws, and regulations governing client data and service delivery.
• Set performance and quality assurance standards, monitor results, and implement improvements.
• Facilitate learning opportunities for team members to enhance client service and technical skills.
• Analyze client-related trends and apply findings to service improvement.
• Maintain administrative systems for staff, interns, and volunteers.
• Maintain a client-centered approach and demonstrate empathy toward clients and staff.

Skills and Qualifications

• 3+ years of progressively responsible experience managing programmatic activities in a nonprofit or for-profit setting.
• Minimum 3 years managing or supervising staff.
• Degree preference: Bachelor’s (Graduate degree or advanced designation strongly preferred).
• Strong understanding of project/program management techniques and methods.
• Experience developing performance evaluation techniques and KPI metrics.
• Analytical mindset with problem-solving, data analysis, reporting, and budgeting skills.
• Working knowledge of Microsoft Office and program management software.
• Business acumen, strategic thinking, and excellent organizational and leadership skills.
• Capacity to manage multiple deadlines, projects, and relationships.
• Discretion with sensitive and confidential information.
• Excellent oral and written communication skills.

Benefits

• Excellent Health, Dental, and Vision insurance at low cost to employees.
• Option to enroll in pre-tax Commuter Transit, Flexible Spending Account, and Health Savings Account.
• 403(b) retirement savings plan with up to 2% match per pay period.
• Paid Time Off: 15 days annual paid vacation (first year, increasing with service), 12 days paid sick time, 10 paid holidays.
• Full-time exempt position with annual pay range $70,000–75,000.
• Hybrid position with one remote day per week.
• Monday through Friday schedule.
• Inclusive work environment celebrating diversity, equity, and accessibility.
• Collaborative and supportive team with staff lunches, happy hours, annual retreat, and holiday party.

All applicants must be authorized to work for any employer in the United States. God’s Love is unable to sponsor or take over sponsorship of an employment visa at this time.