Director of Client Success

Summary

Join WRS Health as a Sr. Director of Client Services and lead a team of Virtual Assistants supporting US healthcare providers. This critical role ensures high-quality service delivery, maintains team performance, and improves operational efficiency. You will lead, coach, and manage the VA team, monitor performance using KPIs, conduct regular check-ins, handle escalations, and coordinate onboarding and training. Responsibilities include generating performance reports, collaborating with internal departments, and ensuring HIPAA compliance. The ideal candidate possesses extensive leadership experience, a strong background in team management, and excellent communication skills. This remote position requires availability during standard US business hours.

Requirements

• Proven experience in customer service or virtual assistant management, preferably in the healthcare industry
• At least 5 years of leadership experience managing large teams
• Experience in handling client relationships, including managing escalations, delivering service recovery, and maintaining high customer satisfaction levels
• Strong background in team reporting, monitoring, and performance management
• Demonstrated ability to set, track, and drive team KPIs, with a solid understanding of performance scorecards and metrics analysis
• Background in coaching and developing team members, including conducting regular feedback sessions, performance reviews, and team development plans
• Excellent verbal and written communication skills, with the ability to lead team meetings and collaborate cross-functionally
• Familiarity with healthcare processes, medical terminology, or experience supporting US healthcare clients
• Tech-savvy and comfortable working with remote teams and digital tools (e.g., CRMs, communication platforms, Google Workspace, performance dashboards, etc.)
• Location: Remote
• Hours: Available during standard US business hours (9am-5pm EST or 8:30am-4:30pm EST)

Responsibilities

• Lead, coach, and manage a team of Virtual Assistants (VAs) supporting US-based healthcare professionals
• Monitor and evaluate individual and team performance using KPIs and scorecards
• Conduct regular one-on-one check-ins and team meetings to ensure alignment and support
• Handle escalations and provide timely resolutions to both internal and client concerns
• Coordinate onboarding and training of new VAs to ensure they are aligned with company and client standards
• Generate and analyze performance reports to identify trends, strengths, and areas for improvement
• Report team performance, escalations, and client satisfaction metrics to the VP of Client Services on a regular basis, including actionable insights and recommendations for improvement
• Collaborate with internal departments to enhance team performance and service quality
• Ensure that all team members follow HIPAA guidelines and client confidentiality protocols