Personal Injury Legal Client Support Manager

This is an on-site position Monday - Friday at our office in Miami Lakes FL.

Salary: $85000 - $125000 annually

Position Overview: 

The Client Support Manager is responsible for the overall performance efficiency and client experience of the Client Support Department. This role provides leadership and accountability by directly managing the departments leadership including the Client Support Team Lead Client Experience Supervisor and Call Center Manager. 

The Client Support Manager ensures all client-facing teams meet performance standards and KPIs drives accountability develops leaders and identifies opportunities to improve efficiency and service quality. This role is accountable for maintaining the firms commitment to exceptional client service consistency and professionalism across all client touchpoints. 

Job Description & Responsibilities including but not limited to:  

Department Leadership & Strategic Oversight 

• Serve as the leader for the Client Support Department providing direction accountability and strategic oversight across all client-facing functions. 
• Directly manage and lead the Client Support leadership including: 
• Client Support Team Lead  
• Client Experience Supervisor  
• Call Center Manager  
• Conduct regular leadership meetings to align on priorities expectations and performance outcomes. 
• Ensure all teams within the department are aligned with firm goals service standards and KPI expectations. 

Performance Management KPIs & Accountability 

• Hold department leadership accountable for meeting or exceeding KPIs across all client support functions including: 
• Client experience and satisfaction 
• Call center productivity and quality 
• Scheduling efficiency 
• Mail processing timeliness 
• Referral handling performance 
• Review departmental performance data on a weekly and monthly basis to ensure standards are being met. 
• Identify performance gaps and require corrective action plans from leadership when KPIs or service standards are not achieved. 
• Ensure accountability is enforced consistently including: 
• Coaching and development for team members showing potential 
• Performance improvement plans when necessary 
• Termination decisions when expectations are not met and improvement is not achieved 

Client Experience & Service Excellence 

• Own the overall client experience across all Client Support touchpoints. 
• Ensure the firms commitment to exceptional client service is consistently upheld across all teams and locations. 
• Partner closely with the Client Experience Supervisor to: 
• Review client complaints trends and root causes 
• Ensure timely and appropriate resolution of escalated issues 
• Implement systemic improvements to prevent recurring issues 
• Ensure client communication protocols are followed consistently and professionally across all teams. 

Team Development & Leadership Growth 

• Develop and grow the departments leadership bench by: 
• Coaching leaders through regular one-on-ones 
• Reinforcing accountability and ownership 
• Identifying high-potential leaders and supporting their development 
• Ensure leadership team members are effectively managing coaching and holding their teams accountable. 
• Make informed decisions regarding promotions role changes or separations based on performance values alignment and business needs. 

Operational Analysis & Continuous Improvement 

• Regularly analyze department workflows staffing models and performance metrics to identify: 
• Inefficiencies 
• Redundant processes 
• Bottlenecks impacting client experience or productivity 
• Partner with department leadership to implement improvements that increase efficiency consistency and service quality. 
• Ensure SOPs and training materials across Client Support functions remain current and aligned with best practices. 
• Drive continuous improvement initiatives that support scalability and operational excellence. 

Reporting Communication & Leadership Alignment 

• Prepare and present departmental performance updates during leadership and manager meetings. 
• Translate performance data into actionable insights and recommendations. 
• Ensure transparency and clarity around expectations progress and outcomes within the department. 
• Attend daily Manager Huddles and weekly leadership meetings. 

Administrative & Corporate Responsibilities 

• Oversee administrative functions related to the department including: 
• Approval of timecards (as applicable through leadership delegation) 
• Participate in hiring onboarding and offboarding of leadership roles within the department. 
• Conduct leadership-level performance evaluations. 
• Attend annual manager conferences leadership development programs and required in-person trainings. 

Qualifications :

• Minimum of 3 years of people management experience preferably within a law firm or professional services environment. 
• Demonstrated experience managing teams of 10 or more employees in performance-based roles. 
• Proven ability to manage performance through KPIs audits feedback conversations and corrective action plans. 
• Bilingual fluency in English and Spanish required. 
• Must consistently be on time and reliable. 
• Must work well in a team environment. 
• Must have excellent written and verbal communication skills including the ability to successfully communicate with other employees. 
• Must have proficiency in using computers and relevant software. 
• Must be able to prioritize tasks effectively. 
• Must possess strong multitasking and time-management skills. 
• Must have strong phone contact handling skills and active listening abilities. 
• Must have a passion for delivering exceptional customer service. 
• Must have the ability to handle customer complaints and provide appropriate solutions. 
• Must be able to adapt to a fast-paced and changing work environment. 
• Must have a keen eye for detail to ensure accuracy and thoroughness in all tasks.  

Additional Information :

What We Offer 

• A dynamic high-performance culture where your leadership and execution directly impact success. 
• Competitive salary and growth opportunities in a rapidly expanding firm. 
• Comprehensive benefits: health insurance 401K match PTO and professional development programs. 

We value your wellbeing and offer opportunities for professional development to help you grow your career. Our comprehensive package includes health benefits; pretax health care and dependent care saving accounts; life insurance; paid time off and holidays; and a percentage match on your 401K contributions to insure your overall satisfaction and security as part of our team. Additionally we provide confidential counseling services mental health support and financial guidance. Come make a difference for our clients!

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time