Remote Operations Team Lead - Client Success

MarketSource; San Antonio (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k)/Roth

Insurance (Life & AD&D)

Short and long-term disability

Health & Dependent Care Spending

Transportation benefits

Employee Assistance Program

Time Off/Leave

Job summary

MarketSource is seeking an Operations Team Lead to supervise the client operations team, ensuring quality, deep product knowledge, and adequate staffing to exceed goals. You will monitor performance, coach staff, resolve customer issues, and ensure compliance with policies and laws.

This role emphasizes team engagement, coverage planning, training needs assessment, and collaboration with other departments to deliver excellent client service and measurable results.

Qualifications

• High School or GED diploma required.
• Bachelor's degree in business administration, marketing, or related field preferred; equivalent work experience may substitute for education requirements.
• Minimum of one year in operations, sales, customer service, business administration, health care required, based on assigned area.
• Minimum of one year supervisor or team lead experience preferred.
• Remote or in-office work is based on location assigned.

Responsibilities

• Monitor, track, and report on team performance metrics to ensure operational efficiency and goal attainment
• Coach and develop team members through performance feedback, training, and development planning
• Oversee customer issues resolution, ensuring timely, accurate documentation and high-quality service delivery Ensure compliance with company policies, procedures, and applicable, employment laws and regulations
• Monitor team engagement and turnover trends and implement strategies to support retention and performance quality
• Ensure appropriate team coverage and availability to support client, product, and operational needs in alignment with departmental policy and procedures
• As needed, process various customer service focused tasks which may include escalated phone calls for assigned clients and program in accordance with policies, procedures, quality standards, and federal laws and regulations.
• Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives

Skills

Team supervision

Performance coaching

Communication skills

Policy compliance

Training & development

Education

Bachelor's degree in business administration, marketing, or related field

High School diploma or GED

Tools

MS Word

Excel

Job description

MarketSource is seeking an Operations Team Lead to supervise the client operations team, ensuring quality, deep product knowledge, and adequate staffing to exceed goals. You will monitor performance, coach staff, resolve customer issues, and ensure compliance with policies and laws.

This role emphasizes team engagement, coverage planning, training needs assessment, and collaboration with other departments to deliver excellent client service and measurable results.