Manager, Client Support

Job Details: Job Location: 5900 LAKE ELLENOR DRIVE 6TH FLOOR - ORLANDO, FL, Salary Range: Undisclosed, JOB SUMMARY 

As a Manager of Client Support your focus will be on managing specific Client Support Team Leads and Subject Matter expert teams. You will be responsible for the success of your team’s client experience which will be measured on a scorecard. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.

ESSENTIAL DUTIES & RESPONSIBILITIES

Determine and align staff size and inbound/outbound associate workflow to call forecasting
Providing leadership direction, expectations, coaching and mentoring to Team Leads and Client Support Technical Leads; meeting with them on a regular cadence
Tracking and coaching team & tech leads on specified KPIs and performance goals
Work with Salesforce admin team on continued workflow/process improvements
Facilitate accountability to workflow queues and backlog case follow through to resolution (including but not limited to VIP and Escalation queues)
Handle escalated client calls to ensure client satisfaction and retention

Qualifications: KNOWLEDGE & REQUIREMENTS

Excellent written and verbal communication skills
Ability to mentor and motivate others
Ability to adapt to change and provide stability for team members in an ever-changing 
environment 
Ability to work well within a team environment and collaborate with others to achieve set goals
Ability to communicate well across all levels of the organization
Travel Requirements: Domestic and/or International, up to 10%

EDUCATION & EXPERIENCE REQUIREMENTS

Minimum years of work experience: 8 years

2-3 years of experience in a leadership role
4 years customer service-related experience required preferably in a call center 
environment

Minimum level of education or education/experience: Bachelors or equivalent work 
experience 

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee 
to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing