Personal Injury Legal Client Support Manager

The Ward Law Group, PL•Miami Lakes, FL

9d•Onsite

About The Position

The Ward Law Group is seeking a Personal Injury Legal Client Support Manager to oversee the performance, efficiency, and client experience of the Client Support Department. This leadership role involves managing department leaders, ensuring teams meet performance standards and KPIs, driving accountability, developing leaders, and identifying opportunities for improvement. The position is crucial for maintaining the firm's commitment to exceptional client service, consistency, and professionalism across all client touchpoints. This is an on-site position, Monday-Friday, in Miami Lakes, FL.

Requirements

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.

Responsibilities

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 the Client Support Team Lead, Client Experience Supervisor, and 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.
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, and 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, and termination decisions when expectations are not met and improvement is not achieved.
Own the overall client experience across all Client Support touchpoints.
Ensure the firm’s 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, and implement systemic improvements to prevent recurring issues.
Ensure client communication protocols are followed consistently and professionally across all teams.
Develop and grow the department’s leadership bench by coaching leaders through regular one-on-ones, reinforcing accountability and ownership, and 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.
Regularly analyze department workflows, staffing models, and performance metrics to identify inefficiencies, redundant processes, and 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.
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.
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.

Benefits

Paid Time Off (accrues 4.62 hours per pay period for a total of three weeks per year for employees working 30+ hours/week).
Health Insurance (eligibility starts the 1st of the month following start date for employees working 30+ hours/week; firm covers 40-65% of employee premium).
Medical insurance plans with national coverage options and free mental health services.
Dental plans with unlimited coverage (at employee's expense).
Vision plans (at employee's expense).
Short-term and Long-term Disability benefits (paid for by the firm for employees working 30+ hours/week).
Life Insurance (1X earnings coverage paid for by the firm for employees working 30+ hours/week).
Firm-paid accidental death and dismemberment benefit matching life insurance coverage.
Supplemental insurance options: Critical Illness, Accident, Cancer, Hospital Confinement Indemnity, Term Life, and Whole Life insurance.
401(K) plan (eligibility for employees working 30+ hours/week).
401(K) matching: 100% of the first 3% of employee contributions and 50% on the next 2%, with immediate vesting, after one year of service.