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Key Responsibilities Team Leadership and Development Lead, manage, and inspire a team of Client Service Advocates and Team Leads, driving peak performance across productivity, attendance, quality, and customer experience Conduct regular 1:1s with direct reports, setting clear objectives and delivering impactful coaching to elevate skills and maximize productivity Foster a continuous learning environment that builds client service knowledge, supports professional development, and improves team capability over time Motivate and develop team members through accountability, recognition, and consistent performance feedback Client Experience and Service Excellence Champion a customer-centric approach, ensuring every client interaction results in swift, effective resolution and a consistently positive experience Design, implement, and continuously improve client service policies, procedures, and standards, ensuring full team adoption and readiness Partner with cross-functional teams and leadership to proactively address client needs, enhance service offerings, and drive innovation in service delivery Performance Management and Reporting Track and measure Client Service KPIs including response time, customer satisfaction, and first-touch resolution Generate performance reports and create feedback loops that identify trends, surface improvement opportunities, and fuel ongoing service innovation Use data from Domo or comparable platforms to monitor team performance and inform operational decisions What Success Looks Like in 6 Months The team is consistently performing against KPIs — response time, CSAT, and first-touch resolution are trending in the right direction Direct reports are receiving regular 1:1s and coaching, with visible growth in skill and confidence Client escalations are handled efficiently and professionally, with clients feeling heard and well-supported Service policies and procedures are current, clearly communicated, and consistently applied by the team Cross-functional relationships with operations, account management, and leadership are collaborative and productive