Customer Care Client Manager I - Virtual

Alight Solutions

1d • Remote

About The Position

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.” Our Values: Champion People – be empathetic and help create a place where everyone belongs. Grow with purpose – Be inspired by our higher calling of improving lives. Be Alight – act with integrity, be real and empower others. It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work. Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight. Learn more at careers.alight.com. About the Role The Client Manager I (CM I) oversees Customer Care call center operations for assigned clients. This role ensures exceptional service, operational excellence, and strong client relationships. The CM I is the primary client liaison, resolving escalations, improving customer experience, and partnering with the Customer Care Team Manager.

Requirements

• Have a minimum of 5 years of call center experience
• Have knowledge of multiple service domains (e.g., CS, DC, DB, HW, HR, Payroll).
• Be familiar with Customer Service best practices.
• Have a deep understanding of client requirements, systems, and process flows.
• Know Customer Care delivery models and regulatory/legislative considerations.
• Understand plan management, operations, and domain functions.
• Have knowledge of company policies and manager tools.
• Have people management experience

Responsibilities

• Serving as the primary contact for assigned clients, domains, and internal leadership.
• Acting as an escalation point for client issues and ensure timely resolution.
• Delivering on contractual and internal performance standards, including key Customer Care metrics.
• Managing the Customer Care delivery model, identifying out-of-scope services, and supporting change request processes.
• Assisting with new client implementations and change orders.
• Partnering with internal teams to provide accurate reporting and insights.
• Using data to identify trends, drive outcomes, and support client decision making.
• Developing and execute plans to improve customer satisfaction and service quality.
• Coaching and mentoring team members, contributing to a culture of excellence.
• Sharing client knowledge and supporting knowledge management strategy.
• Collaborating with technology teams on system changes and prioritizations.
• Applying financial acumen to support client and operational decisions.

Benefits

• We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed