Client Services Lead: Escalations & Delivery (Remote)

Rubicon

Atlanta (GA)

Hybrid

USD 26,000 - 34,000

Full time

29 hours ago

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Job summary

Rubicon seeks a Client Services Team Lead to act as a liaison between Client Services Associates, Key Account Manager and other departments to resolve client service issues promptly. The role reports to the Key Account Manager and focuses on escalated issue resolution and timely service execution.

The ideal candidate has 2+ years in customer service, strong communication, and organizational skills. The position is remote/hybrid in the USA with potential travel or onsite as needed, and reports to

Qualifications

High school diploma or GED required; bachelor's degree preferred.
2+ years in customer service roles.
Proficiency with Microsoft Office and Excel.
Strong organizational and communication skills.

Responsibilities

Ensure all service issues and requests are documented, responded to, followed up, and closed promptly in the system.
Resolve complex and escalated client issues in line with SOPs.
Provide oversight to ensure team inquiries and requests are fulfilled efficiently.
Track and analyze quality and productivity metrics and generate reports on call handling.
Coach and mentor team members to continuously improve service quality.
Travel and/or onsite work may be required as needed.