Senior Customer Support Manager

Acquisition.com is on a mission to make real world business education available to everyone.

At Acquisition.com, we don’t just hire for open roles—we hire for impact. If you’re exceptional at what you do and align with our core values: competitive greatness, sincere candor, and unimpeachable character, we want to know you.
Role

As the Senior Client Support Manager, you will lead the team responsible for delivering fast, accurate, and white-glove support across every stage of the advisory client journey. You’ll manage our Client Experience Associate (CEA) team, who serve as the first line of contact and often the first impression - ensuring every interaction reflects excellence, empathy, and precision.

This role isn’t about just closing tickets. It’s about building the operational backbone that enables our advisory business to scale. You’ll diagnose broken systems, design scalable solutions, and create processes that keep our clients moving forward with confidence. From accounts receivable follow-ups to onboarding workflows, advisory program support, escalations, and post-engagement feedback loops - you’ll own the details that ensure our partners experience trust and clarity at every step.

We’re looking for someone with a proven track record of supporting sophisticated clients: executives, entrepreneurs, and business owners, not just customer service in retail or hospitality settings. You know how to manage expectations, communicate with professionalism, and maintain composure when stakes are high. Your experience gives you the judgment to balance empathy with accountability, and precision with speed.

You'll collaborate closely with Advisory Partners, Sales, Events, and Systems - making sure handoffs are clean, insights flow back into the business, and clients feel seen, heard, and supported. You’ll define success performance-based metrics, coach your team to exceed them, and continuously raise the bar.

This is a role for a builder: someone who thrives in fast-moving environments, can translate complex advisory needs into seamless client experiences, and knows that the smallest details often create the biggest impact. In this seat, you won’t just manage support, you’ll shape how thousands of business owners experience Acquisition.com’s advisory platform and help lay the foundation for our next stage of scale.

Must live in one of the states we’re registered to operate in: CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI.

Responsibilities

1. Team Leadership & Execution
• Manage, coach, and develop the Client Experience Associate team to deliver accurate, on-brand responses across all channels.
• Conduct 1:1s, performance reviews, and skill-building sessions focused on objection handling, technical troubleshooting, and tone calibration.
• Own workload distribution, ensure adequate support during peak volume, and serve as the point of escalation for high-priority tickets.
• Hire, onboard, and train new team members to full productivity in