Custom Health is hiring a
Client Services Manager, Remote - Canada

Summary

Custom Health is seeking a Client Services Manager to ensure exceptional customer service, manage competing priorities, and maintain high organization and attention to detail. The role requires excellent communication skills, leadership, coaching, and conflict-resolution skills. The position is primarily remote but may require occasional in-person meetings.

Requirements

• 3+ years of management or supervisor experience in a related field
• Strong understanding of business management, financial, and leadership principles
• Minimum 5+ years of relevant service desk, call center, or customer support experience
• Experienced in the use of Microsoft Excel, Word, Outlook, and Salesforce

Responsibilities

• Manage resources to ensure adequate staffing levels meet SLA requirements with clients
• Serve as the escalation point for all system downtimes, customer issues, and departmental concerns
• Conduct semi-annual performance evaluations and provide ongoing coaching and feedback to employees
• Oversee the recruitment, retention, and development of Client Service Associates (CSAs)
• Organize professional development opportunities and tasks for team members
• Conduct weekly check-ins with the Client Service Team Lead and monthly one-on-one meetings with team members to provide coaching on professional development
• Participate in monthly Quality Assurance reviews and KPI check-ins with team members in conjunction with the Team Lead
• Communicate company updates and vision to the client services team and drive the implementation of plans and initiatives from the Senior VP of Operations
• Foster a healthy culture, environment, ethics, and values within the department in line with organizational standards
• Provide feedback and coaching to team members on customer issues, processes, troubleshooting, and workflow
• Handle all disciplinary and performance concerns
• Act as the secondary escalation point for any unresolved high-severity client issues that occur during weekends or after-hours for the Service Desk team
• Report, manage, and uphold departmental Key Performance Indicators (KPIs) and employee Objectives and Key Results (OKRs)
• Perform ad hoc departmental reporting and other duties as assigned