Client Services & Operations Lead

Insight Global; Georgia; On-site; USD 70,000 - 95,000; Full time

Job summary

Insight Global is seeking a Client Services Lead to oversee a small customer service team and ensure exceptional client experiences across partner clinics. This role blends leadership with hands-on support, office operations, and administrative duties in a fast-paced environment.

As the team grows, the position will evolve into strategic leadership and people management, with a focus on developing performance metrics, coaching staff, and improving service delivery across channels.

Qualifications

• 3+ years of leadership or team management experience.
• Strong customer service and client relationship management skills.
• Excellent verbal and written communication abilities.
• Experience managing KPIs, performance metrics, and team development.
• Ability to handle escalations and difficult customer conversations professionally.
• Experience with office operations, vendor management, or facilities coordination.
• Experience with payment processing.

Responsibilities

• Lead and coach a team of Client Services Representatives
• Ensure excellent customer service through phone, email, and support channels
• Manage escalated client inquiries and resolve complaints professionally
• Follow up with clients regarding outstanding balances and overdue payments
• Conduct performance reviews, one-on-ones, coaching, and training sessions
• Support recruiting, interviewing, onboarding, and offboarding activities
• Collaborate with internal teams to improve processes and service delivery
• Prepare and present weekly and monthly performance reports
• Oversee day-to-day office operations, supplies, and vendor relationships
• Act as the main point of contact for building management, maintenance, IT, and telecom issues
• Ensure office health and safety compliance requirements are met
• Maintain office asset tracking and shipping logistics
• Assist with administrative and operational projects as needed

Skills

Leadership

Customer service

Communication

KPIs & metrics

Problem solving

Team development

Organizational skills

Vendor management

Office operations

Multitasking

Tools

Microsoft Office

Business systems

Job description

Insight Global is seeking a Client Services Lead to oversee a small customer service team and ensure exceptional client experiences across partner clinics. This role blends leadership with hands-on support, office operations, and administrative duties in a fast-paced environment.

As the team grows, the position will evolve into strategic leadership and people management, with a focus on developing performance metrics, coaching staff, and improving service delivery across channels.