Client Service & Product Support Manager

We are looking for someone to lead a team of client service and product support representatives in delivering responsive, high-quality service to clients and contractors. This person will drive day-to-day support operations, coach team performance, improve client experience, and partner cross-functionally with Product, Engineering, and Implementation to resolve issues and surface trends.

In this role, success means building a team that delivers fast, thoughtful support while continuously improving the client and contractor experience. You will help create clarity for the team, strengthen accountability, and turn client feedback into operational insight while growing and developing the team. The right candidate brings strong people leadership, operational discipline, and a client-first mindset. They know how to balance service quality, team development, and process improvement in a fast-paced, high-growth SaaS environment.

This function sits within ADP’s WorkMarket’s Client Experience team and works closely with Relationship Managers and Operations.

• →3–5+ years of experience in client support, client operations, or a related function in a SaaS environment
• →2+ years of people management experience
• →Experience leading a support team and working with support platforms such as Zendesk or Salesforce Service Cloud
• →Strong coaching and performance management skills
• →Comfort using data to manage team performance and behaviors and identify operational improvement opportunities
• →Ability to work cross-functionally with Product, Engineering, Implementation, and Operations
• →Excellent written and verbal communication skills

• →Strong organizational skills and the ability to manage competing priorities
• →Familiarity with help center strategy, knowledge management, and self-service support

• Experience scaling support processes in a growing SaaS company
• Experience with workforce planning, QA programs, or support analytics
• Experience supporting B2B SaaS clients preferred
• Bilingual English/Spanish skills preferred