Client Support Manager

Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you? A career that’s making a bigger impact on the world?  At OneDigital, we are on a mission to help people do their best work and live their best lives.  From the services we offer to the way we show up for each other each day, we are fueling dreams, achieving big goals, and embracing each other’s truest selves.

We understand that pursuing a new job is a big deal.  Maybe you’re afraid you won’t fit in.  Well, here’s the good news.  For us, the days of “fit in to get in” are over and being different is not a barrier to getting ahead. Greatness comes in all shapes, sizes, colors, and experience levels. If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, give us a shot. Your best life awaits.

Must be eligible to work in the United States without the need for work visa or residency sponsorship.

We kindly ask that external recruiters, agencies, and search firms do not contact our hiring managers or employees directly regarding open positions. All candidate submissions must go through our official application process and must be made aware to our internal Talent Acquisition team to verify candidate ownership.

Unsolicited resumes or candidate profiles sent to OneDigital without a prior signed agreement will be considered the property of OneDigital. In such cases, OneDigital reserves the right to pursue and hire those candidates without any financial obligation to the agency or recruiter.

Our Newest Opportunity:

Role Objectives:

The Client Support Manager is responsible for leading the day-to-day performance and continued development of the Payroll Support organization, ensuring clients receive timely, accurate, consistent, and high-quality service throughout their ongoing relationship with REI/One Digital. This role is accountable for team performance, workforce and capacity management, service-level achievement, client experience, quality assurance, escalation management, talent development, and the continuous improvement of Support operations.

The Client Support Manager provides leadership, coaching, and accountability to Team Leads, Payroll Support Specialists, Client Engagement Specialists, Distribution personnel, and other assigned Support resources. The Manager ensures team members have the knowledge, tools, processes, training, and support necessary to effectively serve clients while monitoring departmental KPIs, ticket volume and trends, workload distribution, service risks, and staffing needs.

Working closely with the Director of Support and cross-functional operational leaders, the Client Support Manager identifies opportunities to improve service delivery, develop team capabilities, resolve recurring client or operational challenges, and build scalable Support processes capable of supporting company growth, increasingly complex clients, and evolving business needs.

Essential Duties and Responsibilities (include but are not limited to):

- Lead, manage, coach, and develop the Client Support team, establishing clear performance expectations, accountability, professional development plans, and cross-training opportunities while building the capabilities of Team Leads and emerging leaders.
- Own the day-to-day operational performance of the Client Support function, ensuring clients receive timely, accurate, consistent, and high-quality service across all areas supported by the department.
- Establish, monitor, and drive departmental performance against defined KPIs, service level agreements (SLAs), quality standards, client satisfaction measures, and operational objectives.
- Monitor ticket volume, backlog, aging, response and resolution times, escalation trends, workload distribution, and other service indicators to proactively identify performance concerns, capacity constraints, and opportunities for improvement.
- Manage team capacity and workload allocation across Client Support functions, ensuring resources are appropriately aligned based on client needs, service demand, complexity, employee skill sets, and business priorities.
- Partner with Team Leads to effectively manage daily ticket queues, workload balancing, service coverage, and escalation workflows while developing team capabilities that allow complex client issues to be resolved at the appropriate level without unnecessary dependence on management.
- Address employee performance concerns appropriately and consistently, including establishing performance expectations, providing coaching and corrective feedback, and partnering with leadership or Human Resources when additional action is required.
- Maintain management-level visibility into significant client escalations and complex service issues, ensuring clear ownership, appropriate communication, timely resolution, and coordination across internal teams when required.
- Analyze recurring ticket themes, client challenges, service failures, quality trends, and root causes to identify coaching, training, documentation, quality assurance, or process improvements that reduce preventable issues and improve the client experience.
- Partner with Client Engagement resources to identify service trends, recurring client concerns, training needs, and opportunities for proactive intervention with high-value, complex, or at-risk client relationships.
- Evaluate current and projected staffing needs, workforce utilization, team capacity, and skill coverage to ensure the Client Support organization can effectively support client growth, changing service demand, and increasing account complexity.
- Identify skill gaps, single points of failure, knowledge dependencies, and process inefficiencies and implement cross-training, documentation, standardized workflows, knowledge resources, and succession strategies that improve service consistency, scalability, team flexibility, and business continuity.
- Lead team meetings and communication efforts to ensure employees remain informed regarding operational priorities, system changes, process updates, payroll and HCM-related changes, service expectations, and relevant organizational initiatives.
- Collaborate cross-functionally with Product Deployment, Client Readiness and Training, Custom Reports & Integrations, Tax, Finance, and other operational teams to resolve client-impacting issues, establish clear ownership, improve handoffs, and address recurring service challenges.
- Partner with the Director of Support to establish quarterly and annual departmental objectives, evaluate performance trends, identify operational risks, and execute initiatives that support broader Support and company objectives.
- Support acquisition integrations, operational transitions, and company growth initiatives by aligning Support processes, service expectations, team responsibilities, performance standards, and workflows across newly integrated teams.
- Support the recruitment, selection, onboarding, training, and development of Client Support team members as staffing requirements evolve.
- Maintain working knowledge of UKG Ready functionality, payroll and HCM industry practices, client service trends, and relevant operational considerations necessary to effectively lead and develop the Client Support organization.

- Perform additional duties aligned with departmental objectives and organizational goals as assigned.

Knowledge/Skills/Abilities

- Strong working knowledge of payroll, HCM technology, and client support operations, with the ability to understand complex service issues, recognize operational and client risks, and provide appropriate leadership and escalation support.

- Demonstrated people leadership skills with the ability to establish clear performance and service expectations, coach and develop employees, address performance concerns, build accountability, and create a collaborative, high-performing, and client-focused environment.

- Strong service operations and capacity management skills, including the ability to evaluate ticket volume, backlog, workload distribution, service demand, employee skill sets, client complexity, and coverage requirements to make effective staffing and resource decisions.

- Strong analytical and operational decision-making skills with the ability to interpret departmental KPIs, SLA performance, ticket trends, case aging, escalation activity, quality measures, client satisfaction indicators, and other operational data to identify risks, trends, and improvement opportunities.

- Strong understanding of client service quality, service recovery, escalation management, and operational risk, with the ability to establish effective escalation structures and determine when management intervention, cross-functional coordination, process changes, or additional resources are required.

- Exceptional verbal and written communication skills with the ability to communicate effectively with employees, clients, executive leadership, and cross-functional stakeholders using clear, concise, professional, and business-focused messaging.

- Strong relationship management, conflict resolution, and de-escalation skills, including the ability to navigate challenging client and employee situations, establish appropriate expectations, provide constructive feedback, and drive issues toward resolution.

- Strong problem-solving and process improvement capabilities with the ability to identify recurring service issues, knowledge gaps, single points of failure, resource constraints, and process inefficiencies and develop standardized workflows, quality controls, knowledge resources, and practical solutions that improve service quality, scalability, business continuity, and client experience.

- Ability to collaborate and influence across Product Deployment, Client Readiness and Training, Custom Reports & Integrations, Tax, Finance, and other operational teams to establish ownership, resolve dependencies, and address client-impacting issues.

- Ability to lead teams through organizational change, acquisition integration, operational transitions, and business growth while maintaining employee engagement, service quality, accountability, and focus on client needs.

- Strong organizational and prioritization skills with the ability to maintain management-level visibility across a high-volume client service environment involving competing priorities, escalations, deadlines, and operational demands.

- Ability to balance client needs, employee capacity, service quality, operational risk, and company growth objectives when making departmental decisions.

- Commitment to developing a scalable Client Support organization that consistently delivers high-quality service, develops employee capabilities, strengthens client relationships, and contributes to long-term client retention and company success.

Preferred Skills

- Advanced knowledge of UKG Ready or comparable payroll and HCM technology, including familiarity with Payroll, HR, Time & Labor Management, and other workforce management functionality.

- Experience managing ticket-based or case-based client service operations, including the use of service queues, SLAs, escalation workflows, quality measures, and client satisfaction metrics.

- Experience developing and using operational scorecards, dashboards, KPIs, and service trends to manage team performance, identify capacity needs, and support staffing decisions.

- Experience leading teams through acquisition integration, organizational change, process standardization, or the consolidation of multiple teams or service models.

- Proficiency with Zoho One and relevant Zoho applications, or comparable CRM, ticketing, workflow, reporting, and operational management platforms.

- Professional certifications related to payroll, HR, client service, or leadership, such as CPP, FPC, PHR/SPHR, SHRM-CP/SHRM-SCP, or comparable credentials, preferred but not required.

Required Experience & Education

- 5+ years of experience in payroll, HCM, client support, client services, customer success, payroll operations, or another related client-facing service environment.
- 2+ years of direct people management or team leadership experience, including responsibility for performance management, coaching, employee development, accountability, workload management, cross-training, and professional development.
- Demonstrated experience leading a client-facing support or service team responsible for managing multiple clients, competing priorities, service requests, and time-sensitive issues.
- Strong working knowledge of payroll processes, payroll fundamentals, and HCM technology, with the ability to understand complex client issues, evaluate service risks, and provide appropriate leadership and escalation support.
- Experience managing client service operations through capacity planning, workload distribution, service queues, coverage, SLAs, quality standards, and operational performance metrics, with demonstrated ability to use data to drive staffing, resource allocation, performance, and process decisions.
- Demonstrated experience managing complex or escalated client situations, resolving service concerns, and coordinating across multiple departments to drive issues to successful resolution.
- Proven ability to identify recurring service issues, process inefficiencies, knowledge gaps, and operational risks and implement solutions that improve service quality, scalability, efficiency, and client experience.
- Experience leading teams through organizational change, operational transitions, business growth, or the integration of new employees, processes, or service models.
- Bachelor's degree in Business Administration, Human Resources, Management, Finance, Accounting, or a related field preferred; equivalent combination of relevant education, industry experience, and demonstrated leadership experience considered.

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

To learn more, visit: www.onedigital.com/careers

OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, “protected characteristics”). A copy of the Federal EEO poster is linked here .

Pursuant to local Fair Chance Ordinances, we will consider qualified applications with arrest or conviction records for employment. For applicable candidates, the following ordinances are linked here to inform you of your rights as an applicant:

City and County of San Francisco

City of Los Angeles

County of Los Angeles

Employment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry [or ‘ban the box’] laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington.

In short, we believe in hiring the most qualified applicant for the position, regardless of background.

This posting will remain live while OneDigital is actively accepting applications. Once candidates have been selected, the posting will be removed.

OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.

If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

Thank you for your interest in joining the OneDigital team!