Personal Injury Legal Client Support Manager

The Ward Law Group, PL•Miami Lakes, FL

10h•$85,000 - $125,000•Onsite

About The Position

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 department’s 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 firm’s commitment to exceptional client service, consistency, and professionalism across all client touchpoints.

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: 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.
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
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 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 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 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.