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Director, Client Support
Job
Robert Half
Horsham, PA (In Person)
Full-Time
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Job Description
We are looking for an experienced Director, Client Support to lead a multi-level customer support organization in Horsham, Pennsylvania. This role will shape the direction of the support function, strengthen leadership across the team, and ensure clients receive responsive, high-quality service. The ideal candidate brings a strong mix of strategic planning, operational discipline, and executive-level partnership to drive client satisfaction, retention, and long-term performance.
Responsibilities:
- Lead and develop customer support managers and their teams, fostering accountability, growth, and a high standard of client service across the organization.
- Set the direction for the client support function by establishing priorities, defining operating practices, and aligning team efforts with broader business goals.
- Work closely with senior and commercial leadership to advance departmental initiatives, support account strategies, and improve client outcomes.
- Serve as an executive sponsor for key client relationships, coordinating with internal teams to ensure consistent support and effective issue resolution.
- Oversee service delivery activities such as research, analysis, and daily client requests to ensure work is completed accurately, on time, and in accordance with service expectations.
- Act as a senior escalation point for complex client and internal issues, identifying root causes and implementing lasting corrective actions.
- Monitor departmental performance through metrics and trend analysis, creating action plans to address risks and improve quality, efficiency, and retention.
- Drive operational improvement by identifying process gaps, strengthening team rhythms, and leading the integration of additional support teams when organizational changes occur.
- Manage talent strategy for the function, including hiring, coaching, succession planning, performance reviews, and ongoing leadership development.
- Prepare and deliver clear updates to senior leadership on performance, risks, opportunities, and key initiatives affecting the client support organization.