Client Services Manager

Position Summary:

Have you always wanted the opportunity to work in a cultural exchange environment? AuPairCare, a U.S. Department of State designated au pair agency, has a Client Services position open in our San Francisco Headquarters office. AuPairCare places international au pairs from over 40 countries who provide live-in childcare for host families across the United States.

The Client Services Manager builds and maintains relationships with staff, au pairs, and host families with the goal of improving customer satisfaction. The Client Services Manager key function is overseeing the billing department but also interacts with all areas of the organization, providing input that is used to create sales proposals, improve product offerings and streamline business operations. This individual reports to the Director of Customer Experience.

Duties and Responsibilities include but are not limited to:

  • Supervises two direct reports who support Client Services billing and operations
  • Develops and maintains client relationships and manages customer expectations
  • Serves as the primary point of contact for elevated field, host family, and au pair concerns
  • Coaches, motivates, and shares customer service best practices with the team
  • Manages chargebacks, aged accounts, invoicing, and collections for the billing department
  • Oversees the mailing of forms, education processing, and marketing material orders
  • Liaises with the IT team to address customer and/or department technical enhancements
  • Manages afterhours guide and rotation schedule for the AuPairCare emergency phone
  • Other duties as assigned by Director

Required Experience

  • Bachelor’s degree or equivalent experience
  • Minimum of 2 years of team lead, supervisory, or management experience
  • Proficient in Microsoft Office and Outlook
  • Experience with Salesforce, Intacct, and/or Cybersource is a plus, but not required

Knowledge, Skills, and Attributes

  • Capacity to deliver exceptional customer service and handle escalated cases
  • Demonstrated ability to lead and motivate teams
  • Ability to manage and execute projects
  • Consistent attention to detail and follow-through
  • Excellent verbal and written communication skills

AuPairCare is a division of INTRAX. We pride ourselves on providing a pleasant work environment. We encourage a work/life balance and always welcome new ideas. If you would like to be an agent for change this could be the position for you. Please submit a cover letter with your resume in order to be considered