Remote Client Services Manager

Summary

Join SafelyYou as a Client Service Manager and lead the Client Services Team to deliver exceptional service, ensuring established KPIs and SLAs are met, and driving client satisfaction. In this role, you will oversee daily client interactions, efficiently resolve complex issues, and collaborate with internal teams to meet client needs.

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
• Ability to understand and explain complex technical products
• Proficient in G-Suite; familiarity with Salesforce, JIRA, or similar tools is a plus
• Passionate about SafelyYou's mission and technology
• 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

• Serve as the primary point of contact for resolving technical issues in production environments
• 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
• Work closely with the operations, technical install team, product, and engineering teams to troubleshoot and resolve complex client issues, ensuring client satisfaction and retention
• 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

Benefits

• 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