If you're a proactive, client-focused individual with a passion for delivering high-quality support, we want to hear from you!

Our client is a leading agency in the digital space, and they are seeking a Client Support Manager to join their team. In this role, you will be responsible for leading the planning and communication of their support service to their expanding client base.

You'll play a vital role in ensuring clients receive timely, effective support, meeting Service Level Agreement commitments, and delivering a high-quality service that reflects the agency's values in every interaction.

Key Responsibilities:

• Manage the support process, including troubleshooting and triaging issues
• Work with the Operations and Technical Director to ensure adequate support time is booked
• Lead meetings with clients to discuss their support needs and recommendations
• Regularly report on hours utilization and client satisfaction scores
• Own the support and ticketing system, ensuring it is up to date and used efficiently
• Produce and deliver support documentation, including training guides and contract renewals
• Support the Client Services Director to unlock new opportunities and evolve the service

• Experience in a client-facing role
• Passionate about working with non-profits and aligned with the agency's values
• A natural communicator, able to explain technical and design processes simply
• Highly organized and comfortable in a fast-paced environment
• Forward-thinking and solution-oriented
• Experience with websites or on a service desk
• Comfortable working under pressure with an experienced team
• Proactive and enjoys helping others

• Friendly, collaborative working environment
• Flexible working culture
• Generous holiday allowance and additional days off
• Budget for training opportunities and learning on-the-job
• Access to BIMA webinars and resources
• Season ticket loan and cycle to work scheme
• Seasonal socials for team bonding