Client Support Team Lead

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing. Client Support Operations Lead Why We Have This Role As the Client Support Operations Lead, you will bridge the gap between our Client Growth & Strategy teams and our Client Support specialists. You will play a pivotal role in understanding client organizational goals, diagnosing needs, and scoping client requests to ensure our team’s deep expertise is perfectly matched to drive successful implementations. Working directly with market leaders and internal stakeholders, you will optimize resource utilization and elevate our client support strategy. If you are passionate about driving operational excellence, empowering support teams, and directly impacting the client journey in a dynamic, fast-paced environment, this role is for you. How You’ll Find Success • Strategic Problem Solver: Diagnoses complex client needs and scopes implementation solutions effectively. • Operational & Resource Planner: Thrives at monitoring team utilization and strategically forecasting operations to balance workloads. • Cross-Functional Connector: Builds trust and seamless working relationships between support, strategy, and market leadership teams. • Clear & Influential Communicator: Articulates team strengths, technical capabilities, and solution enhancements with clarity and confidence. • Agile & Adaptable: Prioritizes competing client priorities smoothly in a fast-paced environment. How You’ll Grow • Expand your leadership capabilities by actively shaping support strategy on the Client Support leadership team. • Deepen your strategic operations expertise through cross-departmental alignment, resource allocation, and workflow optimization. • Gain high-visibility experience presenting client feedback, operational insights, and solution enhancements to market leaders. • Develop advanced skills in strategic planning, budgeting, and client success delivery. Things You’ll Do • Optimize Support Delivery: Scope client requests and align internal team expertise to ensure seamless implementations and elevated client satisfaction. • Drive Operational Capacity: Proactively monitor and forecast FTE utilization to maintain optimal staffing levels and service excellence. • Strengthen Stakeholder Collaboration: Serve as the primary operational point of contact between Client Support and the Client Growth & Strategy teams. • Shape Team Strategy: Participate as an active member of the support leadership team to continuously improve support programs and operational efficiency. • Deliver Strategic Feedback: Provide actionable insights on market feedback, resource gaps, and solution improvements to internal stakeholder groups. What We’re Looking For On Your Resume • 4–6+ years of professional expe