Manager, Client Experience
4 weeks ago
Position: Permanent
Work environment: Remote
Location: Alberta or British Columbia
Salary: $85,000 - $120,000
Position Overview
Hammehr invites applications for the Manager, Client Experience role on behalf of our client for a full-time, permanent opportunity. This position requires a leader who takes action, works directly with their team, and ensures clients receive fast and effective support. The role involves overseeing service delivery while stepping in when needed to resolve escalations, improve processes, and mentor team members. The company provides IT solutions that enhance reliability and reduce downtime, with a trust-based approach focused on expertise rather than sales. The work environment is fast-moving and results-driven, where employees are expected to take ownership, collaborate, and solve meaningful client challenges without micromanagement.
What You'll Do
- Lead and guide the client experience team, helping them improve their skills and meet service goals
- Step in when needed to assist with escalated client issues, working alongside the team rather than managing from a distance
- Identify service gaps and make improvements to ensure fast response times and effective problem-solving
- Keep track of support data and client feedback to prevent ongoing issues and improve customer satisfaction
- Maintain a strong working relationship with other departments to align service goals with company objectives
- Balance after-hours service demands while keeping workloads reasonable for the team
- Create a work environment where employees feel comfortable asking for help, sharing ideas, and taking responsibility for their work
- Act as a link between clients and technical teams, ensuring clear communication and smooth issue resolution
Basic Qualifications
- 5+ years in IT, with experience improving service operations
- 3+ years in a leadership role, mentoring and guiding teams
- Strong communication skills in English, both written and verbal
- A valid driver's license and access to a vehicle, as some travel may be needed
Preferred Qualifications
- Experience leading IT service delivery for small to medium-sized businesses or enterprise clients
- Knowledge of IT service management tools, ticketing systems, and support workflows
- Ability to work without layers of hierarchy, making decisions and taking action without waiting for direction
- Experience using data and reporting tools to improve service operations
- Strong ability to manage competing priorities and shift focus when needed
The Challenges
- Leading the team while actively handling client escalations and ensuring service expectations are met
- Making quick decisions while adapting to changing client needs and internal demands
- Keeping service processes efficient while managing after-hours escalations and preventing burnout
Your Impact
- Streamline support processes, proactively address recurring issues, and ensure clients receive fast, reliable solutions
- Develop team members through mentorship, hands-on leadership, and a culture of accountability, creating a workplace where people stay and grow
- Act as a key contact for escalations, ensuring customers feel supported, heard, and confident in their IT services
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