Sr. Team Lead, Client Support

WellSky; Overland Park (KS); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Excellent medical benefits

Mental health support through EAP

Generous paid time off and holidays

100% vested 401(k) retirement plans

Educational assistance

Job summary

WellSky, based in Overland Park, KS, seeks a Sr. Team Lead, Client Support to oversee a frontline team handling escalations and day-to-day operations. You will drive service delivery, mentor agents, and partner with internal teams to sustain high-quality client support.

The role emphasizes staff development, performance monitoring, and delivering consistent client satisfaction in a fast-paced environment.

Qualifications

• Bachelor's Degree or equivalent work experience.
• At least 2-4 years relevant client-facing work experience.
• At least 0-1 years relevant management work experience.

Responsibilities

• Act as the primary escalation point for unresolved client issues and collaborate with internal teams to drive timely solutions.
• Mentor and coach team members to consistently deliver high-quality client support services.
• Monitor team performance metrics, including response and resolution times to minimize client disruption and maximize team efficiency.
• Coordinate daily operational activities by ensuring workloads are balanced and client service level agreements are met.
• Drive team initiatives to improve efficiency, supportability, and client satisfaction.
• Provide input on team training and development plans.
• Perform other job duties as assigned.

Skills

Team leadership

Client communication

Troubleshooting

Mentoring

Education

Bachelor's degree or equivalent

Job description

The Sr. Team Lead, Client Support is responsible for overseeing a team of support professionals that act as a first point of contact for escalations. The scope of this job focuses on day-to-day management, team development, maintaining service delivery standards, and promoting operational excellence.

Key Responsibilities:

• Act as the primary escalation point for unresolved client issues and collaborate with internal teams to drive timely solutions.
• Mentor and coach team members to consistently deliver high-quality client support services.
• Monitor team performance metrics, including response and resolution times to minimize client disruption and maximize team efficiency.
• Coordinate daily operational activities by ensuring workloads are balanced and client service level agreements are met.
• Drive team initiatives to improve efficiency, supportability, and client satisfaction.
• Provide input on team training and development plans.
• Perform other job duties as assigned.

Required Qualifications:

• Bachelor's Degree or equivalent work experience
• At least 2-4 years relevant client-facing work experience
• At least 0-1 years relevant management work experience

Preferred Qualifications:

• Experience in healthcare IT or healthcare client support environments
• Proven ability to lead teams in a high-volume, client-facing support setting
• Strong technical troubleshooting skills combined with excellent client communication

Job Expectations:

• Willing to work additional or irregular hours as needed
• Must work in accordance with applicable security policies and procedures to safeguard company and client information
• Must be able to sit and view a computer screen for extended periods of time

#LI-Onsite

WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference.

Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:

• Excellent medical with Rx, dental, and vision benefits
• Mental Health support through EAP
• Generous paid time off, plus 13 paid holidays
• 100% vested 401(K) retirement plans
• Educational assistance up to $2500 per year

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.

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