Client Support Lead | Healthcare Tech

Office Ally; 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 in San Antonio, TX to mentor the Client Support team, oversee inbound/outbound calls, emails, and chats, and ensure customers receive a seamless experience with our products.

You will coach staff, monitor KPIs like service level, quality, productivity, and customer satisfaction, conduct evaluations, and collaborate with Product, Training, QA, and Workforce Management for continuous improvement.

Qualifications

• 3+ years of contact center or customer service leadership experience.
• Fluent English reading, writing, and speaking.
• Strong communication and coaching skills.
• Ability to manage performance metrics and coaching plans.

Responsibilities

• Supervise, coach, mentor, and develop a team of Client Support Specialists to achieve departmental and organizational goals.
• Conduct regular one-on-one coaching sessions focused on performance, career development, engagement, and continuous improvement.
• Monitor team performance against established KPIs, including service level, quality, productivity, customer satisfaction, adherence, attendance, first contact resolution, and other operational metrics.
• Review quality evaluations, customer interactions, and performance trends to identify coaching opportunities and develop action plans.
• Conduct performance evaluations, provide ongoing feedback, recognize achievements, and address performance concerns through documented coaching and corrective action when necessary.
• Manage employee attendance, scheduling, timecard approvals, paid time off requests, and workforce adherence in partnership with Workforce Management.

Skills

Leadership

English fluency

Customer service

Communication

Education

Bachelor's degree (preferred)

Tools

Salesforce

Job description

Office Ally is seeking a Client Support Supervisor in San Antonio, TX to mentor the Client Support team, oversee inbound/outbound calls, emails, and chats, and ensure customers receive a seamless experience with our products.

You will coach staff, monitor KPIs like service level, quality, productivity, and customer satisfaction, conduct evaluations, and collaborate with Product, Training, QA, and Workforce Management for continuous improvement.