Head of Client Support Services

Responsibilities

Lead and manage cross-functional service teams to ensure high-quality client support

Develop and maintain a systematic client touch point strategy

Monitor satisfaction indicators via surveys, proactive calls, and service observations

Define and reinforce escalation processes to ensure client issues are handled appropriately

Identify at-risk clients and establish plans to address their needs

Monitor productivity of support team and generate activity and status reports

Engage in analysis and recommendations based on client analytics

Develop and implement strategies to enhance team collaboration and performance across different functions

Facilitate effective communication and collaboration among team members

Coach team members to find their own solutions rather than providing direct answers

Provide guidance and support to team members, helping them develop their skills and achieve their career goals

Monitor team performance and provide regular feedback to ensure continuous improvement

Support process and audit efforts to ensure integrity and accountability

Identify and address any issues or conflicts within the team

Engage in difficult conversations and manage conflicts to drive productive collaboration and team cohesion

Collaborate with other managers and stakeholders to align team goals with organizational objectives

Regularly stay informed about updates and changes to the product platform

Confirm that your team is knowledgeable about these updates through periodic knowledge checks

Stay current with all relevant compliance requirements and regulations

Drive the integration of these requirements into team processes

Develop and deliver training programs to enhance team skills and knowledge

Focus on delivering a positive client experience and ensuring client retention through excellent service and support

Report to senior management and provide insights and recommendations based on team performance metrics

Requirements

Bachelor’s Degree in Accounting or other related field is preferred

Proven experience as a manager overseeing multiple functions

5-7 years in operations and client management

Experience in high-growth payroll operation

Experience in core insurance business functions

Experience in technical support environment

Experience in tax compliance

Exceptional client focus and leadership skills

Strong leadership and team management skills

Excellent communication and interpersonal abilities

Demonstrable experience in coaching and mentoring team members

Ability to foster collaboration and resolve conflicts within teams

Strategic thinking and problem-solving skills

Effective problem-solving and decision-making skills

Proficient in Microsoft Office programs and ability to learn other applications

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