Lead, manage, and mentor the client services team to achieve performance goals and ensure professional development.
Develop and implement client service protocols and best practices to enhance client experiences.
Serve as a senior point of contact for escalated client issues and complex inquiries, ensuring timely resolution.
Collaborate with sales, operations, and product teams to align client services strategies with company objectives.
Analyze client feedback and service metrics to identify areas for improvement and implement action plans.
Drive process improvements to increase efficiency and effectiveness within the client services department.
Report on team performance, client satisfaction, and service KPIs to senior management.

5+ years of experience in client services, account management, or related customer-facing leadership roles.
Proven leadership and team management skills with the ability to motivate and develop a high-performing team.
Strong problem-solving capabilities and a customer-centric mindset.
Excellent communication and interpersonal skills.
Experience with CRM and client management software.
Ability to work effectively in a fast-paced, remote environment across time zones.
Strong organizational skills with a focus on process optimization and quality assurance.

Client Services Lead

Key skills