Client Support Experience Lead — Drive Team Excellence

Socket.dev; San Antonio (TX); On-site; USD 58,000 - 69,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off

Job summary

Office Ally is seeking a Client Support Supervisor to lead the Client Services team, ensuring superior customer support across inbound calls, emails, and chats. You will mentor specialists, drive performance, and maintain a customer-centric approach while upholding product knowledge and best practices.

The role focuses on coaching, escalating complex issues, and coordinating with departments to improve service levels and patient experience.

Qualifications

• Minimum 3+ years of contact center or customer service leadership experience.
• Fluent English communication across verbal and written forms.
• Strong coaching, feedback, and performance-management abilities.

Responsibilities

• Supervise and develop Client Support Specialists to meet goals.
• Lead regular coaching sessions focused on performance and growth.
• Monitor KPIs: service level, quality, productivity, CSAT, attendance.
• Review interactions and trends to identify coaching opportunities.
• Manage attendance, scheduling, timecards, and PTO with Workforce Management.
• Lead daily huddles and cross-functional collaboration to improve customer experiences.

Skills

Fluent English

Leadership experience

Coaching & development

Communication skills

Education

High School Diploma or GED

Bachelor's degree in Business Administration or related field

Tools

Salesforce

CRM platforms (Salesforce)

Job description

Office Ally is seeking a Client Support Supervisor to lead the Client Services team, ensuring superior customer support across inbound calls, emails, and chats. You will mentor specialists, drive performance, and maintain a customer-centric approach while upholding product knowledge and best practices.

The role focuses on coaching, escalating complex issues, and coordinating with departments to improve service levels and patient experience.