Client Support Manager

Opus is a remote first software company transforming how behavioral and mental health care is delivered. Our platform pairs EHR, CRM, and revenue cycle tools with AI built specifically for substance use disorder and mental health treatment providers across the United States. Our mission is to transform behavioral health care for 4 million patients by 2028, and our support team is the front line of that promise. **About the Role** We are looking for a Client Support Manager to lead our distributed Client Support team, own service quality, and drive customer satisfaction. This is a hands on leadership role. You will manage a rotating shift schedule that covers US business hours across chat, email, and phone, run our AI agent first support model, own the weekly quality scorecard, and report results directly to leadership. You will be measured on clear KPIs and given the autonomy to hit them. Opus support runs an AI agent first model. Our AI agent, Opie, handles most inbound interactions, and the team acts as orchestrators: monitoring quality, stepping in on the outliers, and improving the knowledge base so the agent gets sharper every week. The right leader is energized by that model rather than intimidated by it. **What You Will Own** * **Lead and manage the Client Support team** across a rotating shift schedule that keeps coverage live during US business hours on chat, email, and phone. * **Run the AI agent first support model.** Supervise Opie, monitor the quality of AI handled interactions, step in on outliers, and continuously improve the knowledge base so resolution quality climbs every week. * **Serve as the escalation manager** and provide account management support when a situation calls for it. * **Conduct weekly quality assurance reviews** for Support and Content team members, and deliver coaching that measurably moves individual and team scores. * **Own leadership reporting.** Build and maintain dashboards in HubSpot on support performance, CSAT, and resolution, and present them to leadership on a weekly cadence. * **Partner with the CTO and engineering team** so escalations are triaged and resolved on time. * **Establish and document SOPs** that raise efficiency and consistency across every shift. * **Own hiring, coaching, and performance decisions** for the team, in alignment with the approved support budget. * **Surface growth inside support.** Identify referral and upsell opportunities during support interactions and route them into HubSpot. **How You Will Be Measured** Support is a retention engine at Opus. The clearest measure of this team's success is revenue retention: fast, high quality resolutions keep clients on the platform and hold down churn. At a high level, you will lead the team on response and resolution speed, resolution rate, and CSAT, and you will be accountable for the account retention those results drive. You will report on this to leadership every week. **Who You Are** * 3\+ years managing a customer sup