Personal Injury Legal Client Support Manager

Responsibilities

• Provide strategic oversight and leadership for the Client Support Department, managing the Client Support Team Lead, Client Experience Supervisor, and Call Center Manager
• Drive departmental accountability by monitoring KPIs related to client satisfaction, call center productivity, and scheduling efficiency
• Own the overall client experience by reviewing complaints, identifying root causes, and implementing systemic improvements
• Develop the leadership bench through regular coaching, one-on-ones, and identifying high-potential talent
• Analyze workflows and staffing models to identify inefficiencies and implement continuous improvement initiatives
• Prepare and present departmental performance updates and actionable insights to firm leadership

Requirements

• 3+ years of people management experience, preferably in a law firm or professional services environment
• Proven experience managing teams of 10 or more employees in a performance-based setting
• Bilingual fluency in English and Spanish is required
• Demonstrated ability to manage performance through KPIs, audits, and corrective action plans
• Strong written and verbal communication skills with high proficiency in computer software
• Ability to thrive in a fast-paced, high-accountability environment

Benefits

• Competitive annual salary ranging from $85,000 to $125,000
• Paid Time Off (3 weeks per year)
• Health, dental, and vision insurance options
• Short-term and long-term disability benefits
• Company-paid life insurance and accidental death and dismemberment benefits
• 401(k) retirement plan with company matching after one year of service

About the Company

The Ward Law Group, PL is a recognized "Best Place to Work" that serves the community with compassion and excellence. Headquartered in Miami Lakes with offices in Manhattan and Orlando, we foster a collaborative and high-accountability culture built on faith, leadership, and service.