Client Experience Lead - Call Center Leader & Coach

OrangeTwist; Newport Beach (CA); On-site; USD 34,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Incentive plan

Generous paid time off

Sick time

Paid holidays

401k

FSA

Professional development

Job summary

OrangeTwist in Newport Beach, CA is seeking a hands-on Client Experience Lead to manage the centralized call center, CAT and CAST teams, and ensure each client interaction reflects superb service.

You will train, coach, monitor KPIs, and partner with Operations, Marketing, IT and clinical staff to optimize scheduling, leads, promotions and memberships.

This player-coach role offers growth, a competitive base with incentives, and a path toward management as the company continues to expand.

Qualifications

• 3+ years of call center, client experience, inside sales or related high-touch environment preferred.
• Lead, senior, trainer or supervisor experience strongly preferred.
• Exceptional client service skills and professional phone presence.
• Strong systems aptitude; learn CRM, scheduling, communications and reporting platforms.
• Experience training others on systems, processes and service standards.
• Comfort with performance metrics and spreadsheets; translate results into action.
• Sales and conversion mindset to drive promotions and business priorities.
• Ability to collaborate across departments and levels.
• High school diploma or equivalent; additional education or certifications a plus.

Responsibilities

• Lead daily operation of CAT and CAST, handling calls, leads, scheduling, and sales support.
• Represent OrangeTwist professionally and focus on client satisfaction.
• Be SME in the systems and workflows connecting clients to OrangeTwist.
• Train and coach team; maintain processes, scripts and materials.
• Monitor call center activity, queues, lead follow-up, and service levels.
• Own weekly KPI reporting; analyze trends and act on insights.
• Prepare the team for promotions, marketing activity, and memberships.
• Coach toward sales goals while maintaining a positive culture.
• Escalate client concerns and resolve issues promptly.
• Collaborate cross-functionally to address root causes with Ops/Marketing/IT.
• Educate clients on treatments and current promotions; support sales and retention.
• Document interactions accurately and protect confidential information.
• Onboard and provide ongoing feedback to CAT and CAST.
• Act independently while knowing when to escalate.

Skills

Call center experience

Customer service

Leadership

Training others

CRM systems

Sales & conversions

Data interpretation

Cross-functional collaboration

Education

High school diploma or equivalent

Tools

CRM

Scheduling systems

Reporting platforms

Job description

OrangeTwist in Newport Beach, CA is seeking a hands-on Client Experience Lead to manage the centralized call center, CAT and CAST teams, and ensure each client interaction reflects superb service.

You will train, coach, monitor KPIs, and partner with Operations, Marketing, IT and clinical staff to optimize scheduling, leads, promotions and memberships.

This player-coach role offers growth, a competitive base with incentives, and a path toward management as the company continues to expand.