We are seeking a dynamic Client Relations Manager to oversee both offshore and United States-based customer support teams. This role is ideal for a proactive leader with a keen focus on enhancing client experiences. You will manage a diverse team, ensure operational excellence, and uphold our high standards in client service.
Key Responsibilities:
- Lead and manage customer support teams located both offshore and within the United States.
- Handle escalated client issues, ensuring effective and long-term resolutions.
- Conduct regular audits of case resolutions to maintain and improve quality standards.
- Develop, write, and update Standard Operating Procedures (SOPs) to optimize team performance and client satisfaction.
- Utilize Netsuite effectively to manage client interactions and ensure a seamless support experience.
- Collaborate with various departments to proactively address and mitigate future client issues.
Requirements:
- Minimum of 3 years of experience managing remote customer service teams.
- Proven track record of enhancing customer satisfaction and improving client experiences.
- Strong familiarity with Netsuite and proficient in handling complex client data.
- Excellent communication and leadership skills, capable of motivating and leading a diverse team.
- Ability to work in a fast-paced environment and adapt to the evolving needs of the healthcare industry.
- Willingness to travel up to 15% for team meetings, training, and client engagement.
- Bachelor's degree or equivalent education. If no education 7+ years experienece required.
What We Offer:
- Competitive salary, performance bonus and comprehensive benefits package.
- Flexible remote work environment.
- Opportunities for professional growth and development within a rapidly expanding company.
- A supportive and collaborative team dedicated to excellence and innovation.
- Fast growing company with energetic, productive team.
Job Type: Full-time
Pay: $57,466.00 - $62,083.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Life insurance
- Paid training
- Vision insurance
Schedule:
Experience:
- Microsoft Office: 3 years (Required)
- Customer support manager: 3 years (Required)
Work Location: Hybrid remote in Houston, TX 77084