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About the Role

As a Customer Success Associate at Manifest, you’ll be the first line of support for clients navigating their immigration journey. You’ll deliver a white glove experience by deeply understanding client pain-points, handling their inquiries, troubleshooting their issues, and working with lawyers to ensure clients feel informed and supported from start to finish. You’ll also drive strategic initiatives to ensure our systems, product, and processes scale long-term. This is a people-focused role that blends problem-solving, communication, empathy, and organization, requiring you to be a calm, reliable presence for clients working through a high-stakes process.

Responsibilities

Respond to client questions through live chat, email, and phone.
Offer clear explanations, resolve issues quickly, and know when to escalate.
Help clients understand next steps, how to use the portal, how to upload documents, and what to expect throughout the process.
Monitor client activity, flag missing items, and keep communication loops tight.
Maintain a warm, professional tone across every interaction.
Represent the Manifest experience clients expect—organized, caring, and on top of details.
Identify unusual situations, technical issues, and operational bottlenecks before they become larger problems.
Partner with cross-functional teams to resolve issues.
Proactively identify repetitive tasks that can be automated.
Help build, test, and refine AI systems, workflows, and operational processes that improve efficiency, scalability, and the client experience.

Requirements

3–6 years of experience in customer success, customer support, operations, account management, or a similar role
Experience communicating directly with clients in a fast-paced environment
Exceptional written and verbal communication skills
Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously
Highly detail-oriented and process-oriented, with a passion for identifying inefficiencies and improving how work gets done
Tech-savvy and comfortable using CRMs, support platforms, ticketing systems, AI tools, and other operational software
Proactive and comfortable adopting new AI tools, testing features, and integrating technology into daily work
Comfortable coordinating across multiple teams and driving work forward without direct authority
Thrives in a fast-paced, high-growth environment with a high degree of ownership and comfort with ambiguity
Bias toward building solutions and taking initiative
Growth mindset and eager to learn, adapt, and take ownership of responsibilities
Stays calm under pressure and focused on solutions
Service-oriented and solution focused
Eager to support clients going through a meaningful process
Enjoys owning complex operational problems from beginning to end.
Naturally looks for ways to improve systems instead of accepting inefficient processes.
Loves working across teams, building relationships, solving problems, and making operations more scalable through process improvement and automation.
Energized by high ownership, ambiguity, and the opportunity to shape how a rapidly growing company operates.

Skills

Customer success
Customer support
Operations
Account management
Communication
Organization
Project management
Problem-solving
AI tools
CRMs
Support platforms
Ticketing systems
Automation tools
AI workflows
Process improvement
SQL proficiency
Partnership with Product and Engineering teams

Location

New York City

Work Type

In-office five days per week

Experience Level

3-6 years

About the Company

Manifest OS is the leading AI-native company on a mission to replace the billable hour and make legal services more accessible for American businesses and consumers.
We power the next generation of AI-native law firms with one unified global brand, a proprietary technology platform, and a centralized back office — enabling lawyers to eliminate the administrative burden and focus on delivering exceptional outcomes for their clients.
Manifest OS has raised a $60M Series A from Menlo Ventures, Kleiner Perkins, First Round, and Quiet Capital.