Manager, Client Support

The Manager, Client Support leads a global team of Client Support Analysts and/or Client Support Engineers responsible for delivering high-quality frontline and advanced support experiences to Origami clients. This role ensures consistent, timely, and effective resolution of client inquiries while creating a culture of accountability, technical excellence, and continuous improvement. 

The Manager may oversee either a Level 1 Support team or a Level 2 Support team. Leadership focus, coaching approach, performance expectations, and operational rigor are tailored to the technical depth, risk profile, and client impact of the team they support, while ensuring consistent support standards and client experience outcomes across the organization. 

  
The Manager, Client Support is accountable for day-to-day support operations, people leadership, escalation integrity, incident oversight, and cross-functional collaboration. This role leverages data, client insights, and team feedback to improve workflows, strengthen documentation and enablement, and influence scalable solutions across Product, Engineering, Platform Support, and Client Success. 

Starting base pay for this role is between $128,000 and $160,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).

Team Leadership & Development 

• Leads, mentors, and develops a global team of Client Support Analysts and/or Client Support Engineers on a Level 1 or Level 2 team

• Oversees hiring, onboarding, and ongoing training to build strong technical, communication, and client service capabilities

• Conducts regular 1:1s, performance reviews, skill assessments, and career development conversations

• If overseeing Level 1 team: Coaches team members on structured troubleshooting, documentation quality, escalation remediation, and effective client communication

• If overseeing Level 2 team: Coaches team members on advanced technical investigation, defect validation, incident leadership, and cross-functional technical collaboration. 

• Creates a high-performance, client-focused culture rooted in collaboration, accountability, and continuous learning. 

• Promotes professional development and internal mobility within the Client Support career family. 

Support Operations & Performance Management 

• Oversees daily support workflows for assigned teams and queues, ensuring cases are triaged, progressed, and resolved according to defined performance expectations and operating models. 

• Ensures the Client Support team meets standards for case hygiene, documentation completeness, incident qualification, and escalation readiness 

• If overseeing Level 2 team: Ensures the team meets standards for advanced troubleshooting rigor, defect flagging, root cause validation, and Platform Support handoff readiness

• Monitors SLA performance, backlog health, CSAT, time-to-resolution, and escalation volume using team-appropriate success measures

• Uses trend analysis to optimize workload distribution, staffing, and operational efficiency

• Is accountable for new or modified workflow creation and implementation into support operations to evolve case management as client and business needs grow   

Incident Management 

• Serves as the accountable owner for complex or sensitive client issues within client support scope of work, ensuring appropriate technical ownership and timely decision-making

• Coordinates resolution efforts across Client Support, Engineering, Platform Support, Product, and other stakeholders as needed

• Ensures proactive, clear communication with internal teams and clients during active investigations

• Leads post-incident reviews and root cause analyses, driving follow-up actions and shared learning

Client Advocacy & Knowledge Management 

• Champions the voice of the client by identifying trends, recurring issues, and systemic risks

• Ensures team-specific knowledge bases, playbooks, and enablement resources are current and consistently used

• Partners with product and technical experts to translate technical knowledge into Level 1 and Level 2-specific training materials

• Surfaces actionable insights to Product, Engineering, and Client Success to drive long-term improvements to experience and the Origami product

Cross-functional Collaboration 

• Partners closely with Product, Engineering, Implementation, Technical Account Management, and Client Success to resolve systemic issues and improve end-to-end client experience

• Collaborates across support roles and functions to ensure smooth handoffs, clear escalation ownership, and consistent service delivery

• Contributes to broader initiatives that enhance support effectiveness, operational scalability, and product quality

Other Responsibilities 

• This position requires a moderate to elevated level of security and privacy awareness. This role is responsible for ensuring their teams comply with security and privacy requirements aligned with NIST 800-53, ISO/IEC 27001, and SOC 2. It involves ensuring access is appropriately managed, data is handled securely, and team members complete required training. The role must support internal control enforcement, incident reporting, and ongoing compliance efforts.

• If in the Dominican Republic: This position is considered a role of enhanced trust due to its level of access to systems and sensitive information. 

• Other duties as assigned. 

• Ability to work as early as 7:00 a.m. or as late as 7:00 p.m. CT if management level action is required  

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience 

• 5+ years of experience client-facing technical support roles within a SaaS or technology environment

• 2+ years of people leadership experience overseeing frontline and/or advanced technical support teams, including remote or distributed teams

• Strong understanding of SaaS support environments, case management systems (e.g., Salesforce Service Cloud or ServiceNow), automated case routing and support performance metrics

• Proven ability to coach, develop, and motivate teams to maintain high service and quality standards

• Experience managing escalations, incident and outage response, process improvement, and knowledge management initiatives

• Excellent communication, judgment, and problem-solving skills

• Familiarity with SQL, XML, JavaScript, or similar technical tools is a plus

• Experience supporting global or distributed teams is preferred

• Willingness to travel up to 10%, as needed

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
• Paid Time Off – Flexible options plus 10 paid company holidays where available**
• All full-time positions are hybrid, with many eligible to be completely remote
• Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
• Generous family leave options—including adoption and foster care placements
• Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
• Retirement Savings – 401(k) with company match up to 4%
• Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
• Education Assistance Program – to help colleagues pursue industry/role-specific certifications
• Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
• Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage

Origami Risk delivers single-platform SaaS solutions that help organizations best navigate the complexities of risk, insurance, compliance, and safety management.

Founded by industry veterans who recognized the need for risk management technology that was more configurable, intuitive, and scalable, Origami continues to add to its innovative product offerings for managing both insurable and uninsurable risk; facilitating compliance; improving safety; and helping insurers, MGAs, TPAs, and brokers provide enhanced services that drive results.

A singular focus on client success underlies Origami’s approach to developing, implementing, and supporting our award-winning software solutions. 

Origami Risk is proud to be an equal opportunity employer. We thrive and benefit from diversity and are committed to creating an inclusive and equitable environment for all employees. We do not discriminate against any individual based upon race, religion, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, color, sex, national origin, age, marital status, military or veteran status, disability, or any other characteristic protected by applicable law.

Caution: Be alert to recruiting scams. We have received reports of individuals impersonating Origami Risk recruiters to deceive candidates into disclosing personal information. These impostors use fake Origami Risk domain names and email addresses. Please double-check that any email address from an Origami Risk recruiter ends with origamirisk.com or talent.icims.com. And to confirm the legitimacy of any recruiting communication, feel free to email transparencycheck@origamirisk.com.