Client Service Manager

Location: Atlanta, GA (On-Site)
Schedule: Monday-Friday, 8:00 AM - 5:00 PM
Salary: $65,000 - $75,000/year
Company: Insight Global

Job Overview

Insight Global is seeking a Client Service Manager to lead a small customer service team while ensuring exceptional support for clients and customers. This role will oversee service operations, manage escalations, support office administration, coordinate vendors and facilities, and drive continuous process improvements. The ideal candidate is a hands-on leader with strong customer service, team management, problem-solving, and organizational skills.

Key Responsibilities

• Lead and coach a team of Client Service Representatives, ensuring service levels and KPIs are achieved.
• Handle customer escalations, complaints, and complex service issues professionally and efficiently.
• Conduct performance reviews, one-on-one meetings, coaching, and ongoing training.
• Partner with internal departments to improve processes and enhance customer experience.
• Prepare and share weekly and monthly performance reports and recommendations.
• Support hiring, onboarding, and training of new team members.
• Manage day-to-day office operations, including vendor relationships, office supplies, facilities, and maintenance coordination.
• Serve as the primary contact for building management, IT, telecom, and service providers.
• Assist with administrative and financial tasks, including payment follow-up and invoice coordination.
• Ensure compliance with office safety policies and maintain accurate records and asset tracking.

Qualifications

• 3+ years of leadership, supervisory, or management experience in customer service or client support.
• Strong communication, interpersonal, and customer relationship management skills.
• Proven ability to coach teams, manage performance, and achieve KPIs.
• Experience resolving escalations and working in a fast-paced environment.
• Strong organizational, reporting, and problem-solving abilities.
• Experience with office management, vendor coordination, and administrative operations preferred.
• Comfortable handling basic financial administration and payment follow-up activities.
• High attention to detail and ability to manage multiple priorities simultaneously.

Success Measures

• Achievement of customer satisfaction and service KPI goals.
• Effective resolution of customer inquiries and escalations.
• Strong team performance, engagement, and development.
• Accurate and timely reporting and administrative processes.
• Efficient office operations with minimal disruption to business activities.