Client Experience Supervisor: Lead, Elevate Service

RXinsider LTD.; East Longmeadow (MA); On-site; USD 52,000 - 54,000; Full time

Benefits offered by this job

Benefits package

Job summary

Pace is hiring a Client Experience Supervisor to manage client relationships, support satisfaction and retention, and oversee the client experience team. This role serves as a key escalation point, partners across teams, and uses feedback and performance data to strengthen service delivery and growth.

You will lead a team focused on delivering exceptional client service, building strong relationships, and ensuring timely delivery of services to our customers in a fast-paced environment.

Qualifications

• Eight (8) years of client services experience.
• Knowledge of principles, practices, and techniques for managing client relationships.
• Experience developing and implementing customer service programs, policies, and procedures.
• Ability to support team development, employee motivation, team-based management practices, and budget administration.
• Strong communication skills, including business writing, oral presentations, and professional interactions with diverse audiences.
• Strong judgment, initiative, discretion, professionalism, and the ability to build effective working relationships across teams.
• Working knowledge of applicable industry laws, codes, regulations, and business systems related to the work.

Responsibilities

• Plan, organize, administer, develop, and evaluate the activities of assigned staff.
• Serve as the primary escalation point for clients by addressing needs and concerns promptly, professionally, and with a focus on long-term satisfaction and loyalty.
• Build and maintain strong client relationships through regular meetings, service reviews, and proactive follow-up.
• Oversee the client service team to ensure efficient and effective service delivery, while ensuring interactions align with company policies and standards.
• Support the Manager and Director of Client Experience, as well as local site initiatives and programs.
• Collaborate with internal teams to ensure timely and successful delivery of services and solutions.
• Collect and analyze client feedback to identify opportunities for improvement and implement necessary changes.

Education

Bachelor's degree in related field

Job description

Pace is hiring a Client Experience Supervisor to manage client relationships, support satisfaction and retention, and oversee the client experience team. This role serves as a key escalation point, partners across teams, and uses feedback and performance data to strengthen service delivery and growth.

You will lead a team focused on delivering exceptional client service, building strong relationships, and ensuring timely delivery of services to our customers in a fast-paced environment.