Client Relations Supervisor

Alma Lasers; Buffalo Grove (IL); On-site; USD 70,000 - 80,000; Full time

Job summary

Alma Lasers in Buffalo Grove, IL is seeking a Client Relations Supervisor to oversee the daily operations of the Client Relations team and deliver exceptional customer experiences. You will act as the primary escalation point for complex issues, coach team members, and drive performance improvements with cross-functional partners.

The role requires a Bachelor’s degree or equivalent, 3+ years in customer service or client relations, and 1+ year of supervisory experience.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 3+ years of customer service, client relations, or related experience.
• 1+ years supervising or leading a customer service or client relations team.
• Experience managing customer escalations and complex issues.
• Experience monitoring KPIs, service levels, or operational metrics.
• Proficient knowledge of customer service practices and standard office procedures.

Responsibilities

• Serve as the primary escalation point for Client Relations team members and resolve complex customer issues.
• Lead daily operations of the Client Relations team, ensuring service levels and response times.
• Monitor and drive resolution of tickets, RMAs, service orders, and customer cases.
• Oversee KPI tracking, coaching, and performance management for the team.
• Manage customer escalations and de-escalations while protecting company interests.
• Collaborate cross-functionally with Quality, Regulatory, Service, and other stakeholders.
• Facilitate onboarding and ongoing training to strengthen product knowledge and skills.
• Analyze customer feedback and CSAT to identify trends and drive improvements.

Job description

Salary range is $70,000 - $80,000, commensurate with experience

485 Half Day Rd. Ste 100

This is an onsite position, full-time located in Buffalo Grove, IL.

About Alma Lasers

Alma, a Sisram Medical company, is a global leader in medical-aesthetic technologies with over 25 years of experience in energy-based devices (EBD). Operating in more than 100 countries worldwide, Alma combines advanced technology, clinical expertise, and a holistic approach to aesthetic and wellness care.

In the U.S., Alma Lasers is one of the most trusted brands among physicians, clinics, and consumers—delivering innovative, science-based solutions for skin rejuvenation, body contouring, hair removal, and other aesthetic applications.

Summary

The Client Relations Supervisor is responsible for leading the day-to-day operations of the Client Relations team while delivering an exceptional customer experience. This role serves as the primary escalation point for complex customer issues, provides coaching and performance management for team members, drives operational excellence through KPI monitoring, and partners cross-functionally to ensure timely resolution of customer concerns. The ideal candidate is a proactive leader who thrives in a fast-paced environment and is committed to continuous improvement and team development.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the primary escalation point and subject matter expert for Client Relations team members, providing guidance, troubleshooting support, and facilitating the timely resolution of complex customer issues.
• Lead daily operations of the Client Relations team, ensuring service levels, response times, and departmental objectives are consistently achieved.
• Monitor, manage, and drive resolution of Client Relations tickets, RMAs, service orders, and customer cases through successful completion.
• Oversee team performance through KPI tracking, productivity monitoring, quality reviews, coaching, and ongoing performance management initiatives.
• Conduct regular performance discussions, provide developmental feedback, identify training needs, and support employee growth and success.
• Manage customer escalations and de-escalate challenging situations while maintaining a positive customer experience and protecting company interests.
• Serve as the Client Relations point person for Adverse Event matters, ensuring timely intake, documentation, escalation, and cross-functional coordination with Quality, Regulatory, Service, and other appropriate stakeholders in accordance with company procedures
• Facilitate onboarding and continuous training programs for new and existing team members to strengthen product knowledge, processes, systems proficiency, and customer service skills.
• Analyze customer feedback and Customer Satisfaction Survey results to identify trends, develop improvement plans, and enhance the overall customer experience.
• Review and interpret daily, weekly, and monthly operational reports, leveraging data to identify performance trends, service gaps, and opportunities for process improvement.
• Establish priorities, delegate responsibilities, and allocate resources to ensure efficient workflow management and balanced team workloads.
• Collaborate cross-functionally with Service, Sales, Logistics, Quality, Technical Support, Finance, and other departments to resolve customer issues and improve operational effectiveness.
• Drive accountability and ownership across the team by setting clear expectations, measuring outcomes, and recognizing performance achievements.
• Ensure compliance with company policies, procedures, regulatory requirements, and quality standards.
• Identify opportunities to improve processes, workflows, and customer support practices to increase efficiency and customer satisfaction.
• Support workforce planning, scheduling, and resource management to ensure adequate coverage and achievement of business objectives.
• Champion a culture of exceptional customer service, collaboration, accountability, and continuous improvement for both internal and external customers.
• Performance Management & Coaching
• KPI Monitoring & Reporting
• Customer Experience Management
• Cross-Functional Collaboration
• Process Improvement
• Adverse Event Management
• Training & Development
• Operational Excellence & Compliance

Education and Experience Required

• Bachelor’s degree or equivalent combination of education and relevant experience
• 3+ years of customer service, client relations, or related experience.
• 1+ years of experience supervising or formally leading a customer service, client relations, or similar team, including responsibility for coaching, performance feedback, workflow management, and day-to-day employee direction.
• Experience managing customer escalations and resolving complex customer issues.
• Experience monitoring KPIs, service levels, or other operational performance metrics.
• Proficient knowledge of customer service practices, processes, and standard office procedures.

Skills Required

• Strong leadership, coaching, and interpersonal skills.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Demonstrated problem-solving and conflict-resolution skills.
• Ability to analyze operational data and use performance metrics to drive improvement.
• Proficiency with Microsoft Office, including Excel, PowerPoint, Outlook, and Word.
• Ability to work effectively in a fast-paced, cross-functional environment.
• Customer-focused mindset with a high degree of professionalism and accountability.

Supervisory Responsibility

This position has direct reports.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This position primarily involves sedentary work in an office environment and requires prolonged periods of sitting and working at a computer. The employee may occasionally be required to stand, walk, reach, or move about the office.

Travel

This position does not require travel.

Work Authorization

Documentation showing eligibility to work in the United States will be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Alma, Inc. is Equal Opportunity Employment:

We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.

E-Verification:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.