Sr. Team Lead, Client Support

WellSky•Overland Park, KS

2d•Onsite

About The Position

The Sr. Team Lead, Client Support oversees a team of support professionals who serve as a first point of contact for escalations. The role focuses on day-to-day management, team development, maintaining service delivery standards, and promoting operational excellence.

Requirements

Bachelor's degree or equivalent work experience.
At least 2–4 years of relevant client-facing work experience.
At least 0–1 years of relevant management work experience.
Willingness to work additional or irregular hours as needed.
Ability to sit and view a computer screen for extended periods.

Nice To Haves

Experience in healthcare IT or healthcare client support environments.
Proven ability to lead teams in a high-volume, client-facing support setting.
Strong technical troubleshooting skills combined with excellent client communication.

Responsibilities

Act as the primary escalation point for unresolved client issues and collaborate with internal teams to drive timely solutions.
Mentor and coach team members to consistently deliver high-quality client support services.
Monitor team performance metrics, including response and resolution times, to minimize client disruption and maximize team efficiency.
Coordinate daily operational activities by balancing workloads and ensuring client service level agreements are met.
Drive team initiatives to improve efficiency, supportability, and client satisfaction.
Provide input on team training and development plans.
Perform other job duties as assigned.
Work in accordance with applicable security policies and procedures to safeguard company and client information.