StoreForce

Client Services Representative

• Lead the daily activities of the global helpdesk and ensure deliverables are met
• Act as the internal voice of the customer and surface trends, bug patterns, and product feedback
• Partner with Sales and Client Success to define support entitlements and coverage models
• Contribute to the global support strategy roadmap, including AI/automation tooling, self-service deflection, and regional expansion planning
• Ensure 24/7 global coverage models and SLA compliance across regions and customer segments
• Train and develop the support team through performance management programs
• Participate in Support Team recruitment
• Manage tickets and escalated issues through resolution within expected timelines
• Collaborate with cross-functional teams to troubleshoot and escalate client helpdesk issues
• Maintain helpdesk statistics, reporting, and trend analysis
• Maintain Zendesk and other support systems and research new features and tools
• Maintain client support materials and lead client support training
• Prepare weekly, monthly, and quarterly statistics for company reporting
• Provide user support and guidance through client administrators
• Identify trends using Zendesk data and provide product improvement feedback
• Test resolved bugs and report bugs in Jira for development
• Document tests and results and provide feedback to QA and Engineering
• Maintain the StoreForce Demo environment with Client Services and Product teams

Global Client Support Manager – B2B SaaS