Breezeway is looking for a Support Manager to join our Client Success team. This is an outstanding opportunity for a self-motivated and experienced Client Success professional who possesses strong leadership and interpersonal skills. In this position you will oversee our Client Support team and help ensure clients receive a fast, high-quality support experience while continuously improving the systems, processes, and tools that power our support operations.
This role will also play a key part in helping Breezeway scale Support through AI, automation, and self-service experiences. The ideal candidate will identify opportunities to streamline client interactions, improve response efficiency, and reduce support demand while maintaining a high-quality client experience.
Success in this role will be measured by improvements in support efficiency, client satisfaction, and the ability to scale Breezeway’s support operations through process improvement, automation, and AI-enabled support capabilities.
What You’ll Do- Manage and develop a team of Client Support Specialists, providing coaching, feedback, and guidance to drive strong individual and team performance.
- Manage the Support department’s day-to-day operations and work in the support queue when needed.
- Develop and maintain operational procedures, workflows, and quality standards to ensure consistent delivery of excellent customer service.
- Review and handle escalated client issues from Client Support Specialists.
- Track and report on key support metrics related to efficiency, customer satisfaction, quality, and accuracy.
- Perform regular audits of client interactions to maintain high support quality standards.
- Work closely with Engineering to troubleshoot, investigate, and resolve technical product issues.
- Hire and onboard new Client Support Specialists as the team grows.
- Collaborate with Sales, Client Success, Product, and Engineering to improve the overall client experience.
- Identify opportunities to reduce support demand through knowledge base improvements, self-service tools, and AI-driven automation.
- Partner with RevOps to implement AI-enabled support capabilities such as automated responses, knowledge assistants, and workflow automation.
- Analyze support trends and client interaction data to identify recurring product issues and opportunities for operational improvement.
- Surface product friction points from support interactions and partner with Product and Engineering to prioritize fixes that improve the client experience and reduce future support volume.
- Provide support as needed for the Assist product and call center operations.
- Some weekend work may be required in the event of emergencies or widespread product issues.
- 3+ years of experience managing a support or client success team and driving team performance.
- A “customer-first” mentality with a focus on delivering an exceptional client experience.
- Experience building successful teams and creating scalable, data-driven support processes.
- Experience supporting a technical SaaS product and working closely with Product and Engineering teams to troubleshoot and resolve client issues.
- Experience leveraging automation, knowledge management systems, or AI-driven tools to improve support efficiency is strongly preferred.
- Comfort evaluating and implementing modern support technologies such as AI chat assistants, knowledge automation, and workflow automation tools.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities while maintaining strong attention to detail.
- Proficient with CRM systems and customer engagement platforms.
- Strong time management and prioritization instincts.
- The Client Success team is distributed across multiple states, so the ability to work autonomously from home is important.
Breezeway is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status. We embrace diversity and are committed to creating an inclusive workplace. We believe that respect fosters open-mindedness and curiosity, enabling us to gain valuable perspectives from our teammates, the market, and our clients. All qualified applicants will receive consideration for employment without regard to these factors. If you need accommodation during the application process, please let us know.
We're a remote-first company with team members across the U.S. and globe, but we currently hire only in the following states and countries.
Countries: US and Spain
United States: Arizona, Arkansas, California, Connecticut, Florida, Georgia, Idaho, Illinois, Maine, Massachusetts, Michigan, Missouri, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, and Wisconsin.
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Breezeway Boston, Massachusetts, USA Office
44 Temple Pl, Boston, MA, United States, 02108
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