Client Support Lead

One North is a digital experience agency that combines curiosity, scale, and agility to shape the future. As part of TEKsystems, a leading provider of business and technology services, we offer boutique solutions to solve complex problems. Our multidisciplinary teams of strategists, designers, and technologists excel in research and discovery, experience strategy, design, experience management, and technology implementation. Whether clients are establishing a vision for an experience or optimizing an existing one, we help businesses understand their audiences, design experiences, maximize technology, and bring their digital ideas to life. The world’s most successful companies rely on us to forge the future through electrifying work that sparks innovation and drives results.

Here’s what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires:

Position Overview

The Client Support Lead is a client-facing support and relationship leader responsible for managing ongoing website and application support for a portfolio of clients. This role blends client empathy, communication, and service delivery with the ability to understand and translate technical issues. It is ideal for someone who excels at coordinating solutions and who enjoys being the first line of contact for clients navigating digital support needs.

This role is primarily client-facing and focuses on communication, coordination, and problem‑solving for ongoing digital support needs. While a technical understanding is required to guide conversations and triage issues, this is not a hands-on development or IT engineering role.

The Client Support Lead will ideally be based remotely near Chicago for a light hybrid onsite/remote work model at our downtown Chicago office.

Responsibilities

• Accountable for the digital support function on the client services team, handling support and maintenance requests for a portfolio of client websites and other applications

• Serves as the primary client-facing point of contact and first response to client application issues, requests, or questions logged in the support system

• Reviews and triages client-submitted support requests, performs initial investigation, partners with developers to validate and test solutions, communicates testing details to clients, and coordinates deployment of approved fixes or updates

• Owns client communication and expectation management on issue resolution, estimates, timing, and required deployments

• Schedules and manages the execution of any necessary deployments with the development team, including quality assurance testing and verification of any fixes on a staged environment before approving for live deployment

• Coordinates with other members of the client team, such as Account Managers, on budget management and billing for support items

• Participates in client-facing activities, such as status calls, and owns updates and action items related to support

• Serves as the client team power user of the Content Management System (typically Sitecore or WordPress), and provides client training and troubleshooting as needed

• Documents a process for supporting custom applications that developers can reference

• Provides user training documentation, where applicable

• Reviews time weekly and approves invoices on a monthly basis

• Oversees the training and onboarding for future support team members as well as mentoring and potentially managing these team members

Skills & Qualifications

• 5 or more years of professional experience

• Agency, consulting, or professional services experience required

• Exceptional client communication and relationship skills

• Ability to translate technical concepts into clear, client-friendly language

• Experience with Content Management Systems (e.g., Sitecore, WordPress, Keystone, etc.) preferred

• Experience with web-based applications (e.g., websites, apps, portals, minisites, intranets, etc.) required

• Familiarity with customer support tools (e.g., Zendesk, JIRA, Zoho, etc.) preferred

• Exposure to reading/interpreting technical documentation

• Strong written and verbal communication skills

Job Type & Location

This is a Permanent position based out of Schaumburg, IL.

Pay and Benefits

The pay range for this position is $64000.00 - $96000.00/yr.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc. Benefits are subject to change and may be subject to specific elections, plan or program terms. Our benefit plans include the following: · Medical, dental & vision · 401(k)/Roth · Insurance (Basic/Supplemental Life & AD&D) · Short and long-term disability · Health & Dependent Care Spending Accounts (HSA & DCFSA) · Transportation benefits · Employee Assistance Program · Tuition Assistance · Time Off/Leave (PTO, Paid Family Leave)

Workplace Type

This is a hybrid position in Schaumburg, IL.

Application Deadline

This position is anticipated to close on Apr 16, 2026.