What are the responsibilities and job description for the Client Services Support Team Lead position at Navigate Wellbeing Solutions?
Client Services Support Team Lead
Department: Operations
Manager: Director of Operations
Exempt
We are Navigate!
A well-tech company helping organizations create more health and happiness in the employees, clients, and communities we serve. Our purpose is to Do Good Things. For us, these words are more than a catchy mantra. They’re the reason this company was formed and the guiding light for every decision. We’re all at Navigate because we truly want to spark positive change in other people’s lives. Here’s to doing good things – together!
Job Summary:
As the Client Services Support Team Lead you will oversee and manage the operational processes and support structures that enable the Operations team to deliver outstanding service to our clients. This role requires a blend of leadership, analytical skills, and hands-on operational management to streamline processes, optimize workflows, and ensure the smooth functioning of day-to-day client operations.
You will work closely with the Operations leadership team, cross-functional departments (sales, marketing, product, etc.), and client-facing teams to ensure high levels of customer satisfaction, retention, and operational efficiency.
You are responsible for leading a team of Account Coordinators to achieve organizational goals and objectives. As a Team Lead, you will provide guidance, training and leadership skills to create a cohesive team-oriented environment to maximize potential and deliver an exceptional experience to our clients & internal teams.
Responsibilities include, but are not limited to, motivating team members to meet organizational goals, delegation of tasks, empowering team members with skills and training to meet personal and organizational growth plans, conducting year end reviews and continued growth of the company through a successful team.
How you contribute to our success
To be successful as the Client Services Support Team Lead, you will:
Deliver company expertise on behalf of the client services support team
Provide support to team members and clients
Provide leadership to your team and organization
Your performance will be measured by your achievement of the following metrics:
Individually and as a team, meet internal and external client service level agreements
External – achieve the service level agreement standards identified in client contracts
Example – One touch ticket resolution rates
Internal – established annually within the department based on service level needs
Responsibilities to the team, our clients and community
Personnel:
Management of team of account coordinators, providing guidance and support
Handle escalations, provide guidance, and support team members with troubleshooting and operational challenges
Ensure company goals and objectives are communicated, being met by each team member and provide productive feedback
Set expectations for your team and delegation of tasks
Further strengthen the employee experience with open communication culture
Listen to team members’ feedback and resolve any conflicts/concerns
Discover training needs and provide coaching
Management and communication of team performance
System-related:
Queue management and capacity evaluation
Design and implement efficient, scalable processes to support Client Services activities, from onboarding to renewal.
Optimize and automate workflows for client account management, issue resolution, and performance reporting.
Conduct regular assessments of internal operations and recommend improvements to maximize productivity and client satisfaction.
Develop and document standard operating procedures (SOPs) for the team.
Quality assurance checks
Manage the day-to-day operations of the support team, including scheduling, workload distribution, and adherence to SLAs (Service Level Agreements).
Misc:
Communicate and coordinate with other members of the Operations Leadership Team
Work closely with the Account Managers (AMs) to ensure seamless operations and alignment with client needs.
The Ideal Candidate
Experience in a fast-paced environment is highly desirable.
Results driven leader with a proven work history of leading teams to success achievement of organizational goals and objectives.
Demonstrated experience coaching and training teams in a cohesive team environment, maximizing potential and exceeding client expectations, delivering on an ideal client experience.
Key Competencies
Leadership: Ability to inspire and motivate a team to achieve operational excellence.
Problem Solving: Strong analytical and troubleshooting skills to resolve operational challenges.
Communication: Clear, concise communication with both internal teams and clients.
Collaboration: Ability to work cross-functionally with various departments and teams.
Adaptability: Comfort in a fast-changing environment, with the ability to pivot when necessary.
The Navigate Way - Core Expectations:
At Navigate, we expect all our employees to live the family values that have helped shape our culture:
Deliver the Boom
Everybody Love Everybody
We are Family
Inspire & Innovate
Embrace Change
Growth is Great
Efficient & Effective
Give Back
Experience & Education needed for success in this role
Experience
4-6 years of experience in client success, operations, or a related field, with at least 2 years in a leadership or team lead capacity.
Strong knowledge of CRM systems (JIRA, HubSpot, etc.) and client success tools.
Proven ability to analyze operational data and identify opportunities for improvement.
Excellent project management skills, with the ability to manage multiple priorities and deadlines.
Strong communication skills and experience collaborating across teams.
Ability to work in a fast-paced, dynamic environment while maintaining high levels of client satisfaction.
Familiarity with SaaS or other technology-based industries is a plus.
Education
Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent experience).
Physical & Working Environment
Normal mental and visual attention is required. Normal office working conditions requiring continuous use of both hands. Sitting most of the time, may involve walking or standing for brief periods of time.
Position requires occasional bending, squatting, twisting and climbing stairs. There are minimal exposures to workplace hazards.
To perform the job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable a qualified individual with a disability to perform the essential functions.
Position is available for remote workers
Navigate Wellbeing Solutions is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Navigate Wellbeing Solutions will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with Navigate. Post offer, Pre-employment background screenings are required.
