Manager, Client Support - mScripts

JOB SUMMARY

As a Remote Manager of Client Support your focus will be on managing the mscripts Support team. You will be responsible for the success of your team's client experience. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Determine and align staffing, workload distribution, and team scheduling to support operational demands and service level objectives
• Providing leadership direction, expectations, coaching and mentoring to Client Support Technical Lead(s) and Associates through regular meetings, development planning, and performance management
• Track, analyze, and report team and individual performance metrics, KPIs, and accountability measures, providing regular updates and recommendations to leadership
• Develop and manage career progression paths for Support Associates, including training milestones, assessment creation, readiness evaluations, and advancement criteria
• Facilitate accountability to workflow queues, cases and boards to ensure timely resolution, partnering closely with Product,
• Engineering, and other cross-functional teams as needed
• Handle escalations, including those with patients while building strong relationships with key clients, understanding their goals, addressing their needs and concerns, and ensuring high levels of satisfaction and retention