Client Services Lead

Summary

Join SafelyYou as a Client Service Lead and lead the Client Services Team in delivering exceptional service, ensuring the team meets KPIs and SLAs, and driving client satisfaction. You will oversee daily client interactions, resolve complex issues, and collaborate with internal teams. This role involves working cross-functionally on projects to improve customer health and retention. You will manage an offshore team, monitor performance, and develop KPIs for continuous improvement. The ideal candidate possesses a Bachelor's degree or equivalent experience, 4+ years of customer-facing experience, and strong communication skills. SafelyYou offers a competitive compensation package including fully paid employee premiums for Medical, Dental, and Vision, 401k, stipends, unlimited PTO, and growth potential.

Requirements

• Bachelor’s degree or equivalent experience in a relevant field
• 4+ years of customer-facing experience ideally in healthcare or technology customer support role
• Strong customer service orientation with excellent communication skills
• Proficient in G-Suite
• Proactive in anticipating and addressing issues
• Comfortable working in a fast-paced, dynamic environment
• Detail-oriented with strong organizational skills and the ability to manage multiple tasks simultaneously
• Technical proficiency, with a solid understanding of software applications and the ability to quickly learn new tools and platforms
• Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and service delivery

Responsibilities

• Oversee the day-to-day Client Service Team, an off-shore team at a partner BPO company, ensuring timely and accurate resolution of client inquiries and issues
• Responsibilities include triaging, issue management, owning client escalations, and supporting customer communication
• Monitor team performance and adherence to SLAs
• Develop KPIs to drive continuous improvement
• Identify areas for improvement in service delivery processes and work with internal teams to implement changes and best practices
• Analyze client feedback and service data, providing regular reports and making recommendations to enhance operational efficiency
• Lead efforts to standardize processes and workflows
• Manage and oversee an offshore team, ensuring performance expectations

Preferred Qualifications

• Familiarity with Salesforce, JIRA, or similar tools
• Passionate about SafelyYou's mission and technology

Benefits

• A mission-driven company culture
• Fully remote
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
• 401k Program
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave