Client Service Lead — Pharmacy Support & Escalations

RXinsider LTD.; Grapevine, Northern (TX, KY); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Life insurance

401(k) with employer match

HSA contributions

Paid time off

Tuition reimbursement

Adoption assistance

FSA for childcare

Counseling resources

Stocked breakroom

Job summary

Liberty Software is seeking a Client Service Supervisor to lead the Client Services team in supporting client pharmacies nationwide. You will act as a subject matter expert on Liberty's software, mentor staff, manage performance, and directly resolve escalated issues with care.

The role requires strong leadership, a background in pharmacy operations or account management, and a client-facing mindset to ensure top-tier support and cross-functional collaboration.

Qualifications

• Bachelor’s degree required.
• Minimum of five years of relevant experience, including pharmacy operations or account management.
• Leadership experience in a client-facing or support environment.
• Strong knowledge of independent pharmacy industry preferred.

Responsibilities

• Supervise day-to-day performance of the Client Services team, ensuring high responsiveness and accuracy.
• Provide guidance on ticket handling, customer communication, and technical troubleshooting.
• Monitor and reduce follow-up time on client requests and ensure timely ticket resolution.
• Serve as point of contact for escalated issues and resolve concerns with empathy.
• Act as subject matter expert for Liberty Software products and mentor team members.
• Support Client Service Manager and collaborate with other departments.
• Conduct performance reviews and set growth goals for team members.
• Ensure all client communications are answered promptly and thoroughly.
• Step in to assist in other areas of the business as needed.

Skills

Leadership

Client Service

Pharmacy Ops

Account Management

Mentoring

Troubleshooting

Communication

Multitasking

Problem Solving

Software Proficiency

Education

Bachelor’s degree

Tools

CRM software

Job description

Liberty Software is seeking a Client Service Supervisor to lead the Client Services team in supporting client pharmacies nationwide. You will act as a subject matter expert on Liberty's software, mentor staff, manage performance, and directly resolve escalated issues with care.

The role requires strong leadership, a background in pharmacy operations or account management, and a client-facing mindset to ensure top-tier support and cross-functional collaboration.