Client Support Manager

Client Support Manager 4.8 4.8 out of 5 stars Slick Rock is a fast-growing sun, spray, and spa company with locations across Spokane, North Idaho, and Boise. We deliver exceptional client experiences through modern wellness services, consistent standards, and a culture built on accountability and growth.

Our core values:

transparent, inspirational, aligned, accountable, results-oriented, and disciplined.

Location:

In-office (Post Falls, ID)

Hours:

Monday-Friday, 7:30am-4:30pm

Team:

4 remote agents (Philippines)

Compensation:

$21-$25/hr base 10% incentive opportunity (quarterly) Uncapped commission for past-due collections + client reactivations Total earning potential: $50,000-$65,000+ annually About the Role We're looking for a high-energy Client Support Manager to lead our remote Support Specialists and elevate the experience of every client who contacts Slick Rock. This role requires strong call center leadership , remote team management , sales conversion skills , and the ability to motivate and coach teams in both the U.S. and the Philippines.

Your mission:

Deliver exceptional service, drive revenue through outbound calling and re-engagement campaigns, hold the remote team accountable, and ensure every client interaction reflects Slick Rock's standards. What You'll Do Lead, coach, and develop a team of remote Support Specialists Review calls, emails, and chats for quality and accuracy Analyze KPIs (conversion, CSAT, handle time, retention) and improve performance Drive outbound sales + reactivation campaigns to re-engage inactive clients Handle escalated client concerns with confidence and strong de-escalation Strengthen communication between the support team and spa locations Manage scheduling and coverage across all business hours Improve scripts, SOPs, and training materials Ensure CRM/POS accuracy and data integrity What You Bring 2+ years call center or client support management (REQUIRED) 1+ year managing remote teams , including PH-based teams (REQUIRED) Strong sales experience (phone-based preferred) Excellent de-escalation, retention, and client recovery skills Experience reviewing agent performance + coaching to KPI results Tech-comfortable (CRM, POS, Google Workspace, communication tools) High integrity, strong follow-through, and excellent communication Benefits & Perks Performance bonuses + uncapped commissions PTO + health insurance 401(k) with 3.5% company match Free membership + employee discounts Leadership development + training opportunities