Manager, Client Support

RXinsider LTD.; Orlando (FL); On-site; USD 80,000 - 120,000; Full time

Job summary

RXinsider LTD. is seeking a Manager of Client Support in Orlando, FL to lead Client Support Team Leads and Subject Matter Expert teams, driving a superior client experience measured by our scorecard. You will coordinate daily operations and ensure customer needs are met efficiently and effectively.

The role requires mentoring staff, guiding KPIs, and partnering with Salesforce to optimize workflows and escalation handling to maintain client satisfaction and retention.

Qualifications

• 8+ years of work experience, including 2–3 years in a leadership role.
• 4+ years of customer service experience, preferably in a call center.
• Bachelor's degree or equivalent education/experience.

Responsibilities

• Determine and align staff size and inbound/outbound workflow to call forecasting.
• Provide leadership, coaching and mentoring to Team Leads; meet with them regularly.
• Track KPIs and coach team and tech leads on performance goals.
• Collaborate with Salesforce admin team on workflow and process improvements.
• Ensure accountability to workflow queues and backlog case resolution, including VIP and escalations.
• Handle escalated client calls to ensure satisfaction and retention.

Skills

Excellent communication

Mentor and motivate

Team collaboration

Adapt to change

Cross-level communication

Travel readiness

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

Experience

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee.

To Successfully Perform The Essential Functions Of This Job.

• 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