Senior Client Support & Escalations Manager

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

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.