Manager, Client Support

Outcomes®; Orlando (FL); On-site; USD 75,000 - 100,000; Full time

Job summary

Outcomes® is seeking a Manager of Client Support to lead Client Support Team Leads and Subject Matter Expert teams, ensuring a premier client experience. You will coordinate daily operations and align staff to forecasted demand to meet client needs efficiently.

The role requires 8+ years of experience with 2–3 years in a leadership role, and a Bachelor’s degree or equivalent. Domestic and international travel up to 10% is expected as part of team alignment and stakeholder engagement.

Qualifications

• Excellent written and verbal communication skills.
• Ability to mentor and motivate others.
• Ability to adapt to change and provide stability for team members.
• Ability to work well within a team environment and collaborate with others to achieve goals.
• Ability to communicate well across all levels of the organization.

Responsibilities

• Determine and align staff size and inbound/outbound workflow to call forecasting.
• Provide leadership direction, coaching and mentoring to Team Leads and Technical Leads; regular meetings.
• Track and coach team on KPIs and performance goals.
• Collaborate with Salesforce admin team on workflow/process improvements.
• Facilitate accountability to workflow queues and backlog case resolution including VIP and escalation queues.
• Handle escalated client calls to ensure client satisfaction and retention.

Skills

Excellent communication

Mentor and motivate others

Adapt to change

Team collaboration

Cross-level communication

Education

Bachelor's degree or equivalent

Job description

Job Summary

As a Manager of Client Support your focus will be on managing specific Client Support Team Leads and Subject Matter expert teams. You will be responsible for the success of your team’s client experience which will be measured on a scorecard. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.

Essential Duties & Responsibilities

• Determine and align staff size and inbound/outbound associate workflow to call forecasting
• Providing leadership direction, expectations, coaching and mentoring to Team Leads and Client Support Technical Leads; meeting with them on a regular cadence
• Tracking and coaching team & tech leads on specified KPIs and performance goals
• Work with Salesforce admin team on continued workflow/process improvements
• Facilitate accountability to workflow queues and backlog case follow through to resolution (including but not limited to VIP and Escalation queues)
• Handle escalated client calls to ensure client satisfaction and retention

Qualifications

KNOWLEDGE & REQUIREMENTS

• Excellent written and verbal communication skills
• Ability to mentor and motivate others
• Ability to adapt to change and provide stability for team members in an ever-changing environment
• Ability to work well within a team environment and collaborate with others to achieve set goals
• Ability to communicate well across all levels of the organization
• Travel Requirements: Domestic and/or International, up to 10%

Education & Experience Requirements

• Minimum years of work experience: 8 years
• 2-3 years of experience in a leadership role
• 4 years customer service‑related experience required preferably in a call center environment
• Minimum level of education or education/experience: Bachelors or equivalent work

Physical Requirements

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing