Director of Client Services

Job Summary

A company is looking for a Director of Client Success (Healthcare VA Service).

Key Responsibilities

• Lead, coach, and manage a team of Virtual Assistants supporting US-based healthcare professionals
• Monitor and evaluate individual and team performance using KPIs and scorecards
• Handle escalations and provide timely resolutions to both internal and client concerns

Qualifications

• Proven experience in customer service or virtual assistant management, preferably in the healthcare industry
• At least 5 years of leadership experience managing large teams
• Experience in handling client relationships, including managing escalations and maintaining high customer satisfaction levels
• Strong background in team reporting, monitoring, and performance management
• Demonstrated ability to set, track, and drive team KPIs, with a solid understanding of performance scorecards and metrics analysis