Operations & Client Experience Manager

Back Office Betties

United States Remote $70,000 - $85,000 Customer Support 1 day ago via Himalayas

operations-management client-experience customer-success service-delivery account-management crm team-leadership

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Job details

Company: Back Office Betties
Location: United States
Remote: Yes
Salary: $70,000 - $85,000
Field: Customer Support
Source: via Himalayas

Posted April 20, 2026

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About this role

This is a remote position.

Back Office Betties is a virtual legal receptionist and assistant company supporting law firms across the country. We’re often the first voice our clients’ clients hear, and we take that seriously.

Our culture is built on:

High trust
High standards
Clear accountability
Respectful, no-drama communication

We’re a high-performing, high-reward team that’s been fully remote since the beginning. With 12+ years in business, we’ve built a well-oiled, seamless remote operation, not something we’re figuring out as we go. We’re hiring an Operations & Client Experience Manager to elevate and scale our client experience to a true white-glove standard while ensuring our team continues to thrive in an exceptional culture. A win-win for all!

This is not a “keep things running” role. It’s for someone who enjoys improving systems, solving problems, and creating structure so teams can do their best work.

You’ll lead the teams closest to the client experience and help ensure our service is consistent, proactive, and high quality.

What You’ll Do:

Client Experience

Own the client journey from onboarding through ongoing service
Keep a pulse on our clients – the right person is proactive, not reactive waiting only until something is wrong.
Ensure clients receive the right level of support at the right time
Step in on escalations and ensure full resolution
Build simple, proactive touchpoints to stay ahead of issues

Operations & Systems

Improve how we track client health, feedback, and risk
Organize and maintain client data in HubSpot (or similar CRM)
Create and maintain simple tools to identify trends, potential issues, churn signals and satisfaction levels to guide decisions
Identify patterns and implement improvements

Team Leadership

Lead managers and specialists across onboarding, client services, and operations support
Set clear expectations and hold teams accountable
Provide regular coaching and feedback
Partner with HR on hiring and performance management

Process & Performance

Strengthen handoffs between sales, onboarding, and service
Collaborate with peer managers to support capacity and workforce coverage
Track and report on key metrics (CSAT, QA, retention, etc.)
Build simple, scalable processes

What Success Looks Like

Clients feel supported, informed, and confident in our service (increased retention)
Issues are identified early, not just at cancellation
Teams are aligned, accountable, and consistent
Systems are clear, practical, and actually used

How You Work

You’ll likely do well in this role if you:

Take ownership and follow through
Enjoy building and improving systems (not just maintaining them)
Pay attention to details and care about getting things right
Prefer meaningful work over constant social interaction
Are adaptable and comfortable improving processes over time

Core Values
Be a Good Human: Do the right thing, even when it’s tough. Act with integrity and focus on what’s right.
Be a Boss: Take ownership, figure it out, and get results.
Be a Goal Digger: Dream big, stay curious, and bring your A-game every day.

Requirements
You must reside in TX, FL, PA, NV, or AZ to be eligible to apply
You must complete our Aptive Index Survey to be considered for employment (https://assessment.aptiveindex.com/s/GurBCYazS9Kj)
5+ years in operations, service delivery, or client experience
1+ years of experience working remotely (preferably leading remote teams)
1+ years of experience in managing managers
Strong organizational and systems-thinking skills
Comfortable using CRM tools like HubSpot
Clear, kind, direct, and accountable communication style

Benefits
$70,000–$85,000 base salary
Up to 10% performance bonus
100% remote work environment
Monday–Friday schedule (no weekends)
Earn up to 20+ days of PTO, in addition to sick and wellness leave
75% employer-paid medical coverage
Dental & vision coverage
401k with company match
Equipment provided
Six-month Snoo rental to all expectant Betties for their baby
Bonusly: A peer-to-peer recognition software to cash in points for gift cards and prizes $100 a year to spice up that space: Cash in $100 a year to use to make your workspace uniquely you!
Wellness Month: We send you a customized box full of goodies. That's not all! We host an entire month of wellness tips, trainings, and a wellness virtual team event.
Virtual Team Gatherings: We gather for a fun team event. Past examples include a taco cooking class, a virtual costume party with trivia and prizes and a tour of a farm in Australia.
Dream Granting: When it comes time to celebrate you, we want to celebrate in a way that will help you achieve your dreams. Past dream grants include a Pink Jeep Tour in Sedona, an entire day at a spa and wine tasting with giraffes.
American Dream Program: Want to purchase a home? We will give any Bettie purchasing a home $1,000 towards their down payment. In fact, our 5-year goal is that 80% of our team are homeowners.
Annual MVP: One of our Betties wins the Annual MVP award, winning a gift or trip of their dreams!

Originally posted on Himalayas

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Operations & Client Experience Manager

Job details

About this role

This is a remote position.

What You’ll Do:

Team Leadership

Process & Performance

What Success Looks Like

How You Work

Requirements

Benefits

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