Sr. Team Lead, Client Support

WellSky Corporation; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Mental Health support

Job summary

WellSky Sr. Team Lead, Client Support oversees a team of support professionals serving as the first contact for escalations, focusing on day‑to‑day management and service delivery.

You will mentor staff, monitor performance metrics and SLAs, balance workloads, and drive initiatives to improve efficiency and client satisfaction. This role requires collaboration across internal teams, adherence to security policies, and flexibility for extended hours as needed.

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

Client communication

Technical troubleshooting

Team leadership

Healthcare IT experience

Education

Bachelor's Degree or equivalent work experience

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

Company Culture

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.

Benefits

• 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

Equal Employment Opportunity

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.

Drug-Free Workplace

WellSky is proud to be a drug-free workplace.

Legal Requirement

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.

Data Privacy Notice for Job Applicants and Teammates

WellSky is a technology company leading the movement for intelligent, coordinated care worldwide. Our next-level software, analytics, and services power better outcomes and lower costs for stakeholders across the health and community care continuum. In today’s value-based care environment, WellSky helps providers, payers, health systems, and community organizations solve tough challenges, improve collaboration for growth, harness the power of data analytics, and achieve better outcomes by further connecting clinical and social care.