Job Overview
Location
US Remote
Job Type
Full-time
Category
Customer Success
Date Posted
April 11, 2026
Full Job Description
đź“‹ Description
- • The Client Support Manager leads a team delivering high-quality technical and customer support to deployed clients, serving as an escalation point for complex issues and driving service excellence.
- • Day-to-day responsibilities include overseeing team operations, setting performance expectations, managing workload distribution, conducting performance reviews, and providing hands-on support to resolve customer issues.
- • The role involves strategic planning, workforce forecasting, budget oversight, and data-driven decision-making using KPIs such as SLA performance, CSAT, and backlog metrics to align team efforts with corporate objectives.
- • The Manager partners with Sales, Account Teams, and Services to drive customer success, product adoption, and account growth by sharing insights and identifying expansion opportunities.
- • They own post-survey follow-up, maintain and improve support processes and knowledge bases, and leverage AI tools to enhance efficiency and documentation.
- • Reporting to the Director of Client Support, this role ensures team readiness through hiring, onboarding, coaching, and mentoring while maintaining service quality and operational discipline.
- • The position contributes to long-term customer health and satisfaction by resolving escalated issues and collaborating across internal and external stakeholders.
🎯 Requirements
- • 5+ years of experience in technical support and/or customer service
- • Experience supervising or managing staff, with a passion for coaching and mentoring
- • Familiarity with mortgage lending practices, compliance, and workflow (strongly preferred)
🏖️ Benefits
- • Opportunity to lead and develop a technical support team in a growing organization
- • Role includes strategic influence on customer success, product adoption, and account growth
- • Exposure to cross-functional collaboration with Sales, Account Teams, and Services
- • Involvement in process improvement initiatives using data and AI tools to enhance efficiency
- • Responsibility for workforce planning, budget oversight, and performance-driven decision making
Skills & Technologies
About MeridianLink, Inc.
MeridianLink provides cloud-based software for banks, credit unions, and mortgage lenders to manage loan origination, account opening, credit reporting, and deposit products. The platform automates underwriting workflows, integrates with credit bureaus and core banking systems, and offers analytics for risk management and regulatory compliance. Customers use the APIs and configurable modules to streamline consumer, small-business, and mortgage lending operations while ensuring data security and audit standards.
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