Onsite Client Success Lead - Operations & Escalations

Alma Lasers; Buffalo Grove (IL); On-site; USD 70,000 - 80,000; Full time

Job summary

Alma Lasers in Buffalo Grove, IL is seeking a Client Relations Supervisor to oversee the daily operations of the Client Relations team and deliver exceptional customer experiences. You will act as the primary escalation point for complex issues, coach team members, and drive performance improvements with cross-functional partners.

The role requires a Bachelor’s degree or equivalent, 3+ years in customer service or client relations, and 1+ year of supervisory experience.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 3+ years of customer service, client relations, or related experience.
• 1+ years supervising or leading a customer service or client relations team.
• Experience managing customer escalations and complex issues.
• Experience monitoring KPIs, service levels, or operational metrics.
• Proficient knowledge of customer service practices and standard office procedures.

Responsibilities

• Serve as the primary escalation point for Client Relations team members and resolve complex customer issues.
• Lead daily operations of the Client Relations team, ensuring service levels and response times.
• Monitor and drive resolution of tickets, RMAs, service orders, and customer cases.
• Oversee KPI tracking, coaching, and performance management for the team.
• Manage customer escalations and de-escalations while protecting company interests.
• Collaborate cross-functionally with Quality, Regulatory, Service, and other stakeholders.
• Facilitate onboarding and ongoing training to strengthen product knowledge and skills.
• Analyze customer feedback and CSAT to identify trends and drive improvements.

Job description

Alma Lasers in Buffalo Grove, IL is seeking a Client Relations Supervisor to oversee the daily operations of the Client Relations team and deliver exceptional customer experiences. You will act as the primary escalation point for complex issues, coach team members, and drive performance improvements with cross-functional partners.

The role requires a Bachelor’s degree or equivalent, 3+ years in customer service or client relations, and 1+ year of supervisory experience.