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

• Minimum of 3+ years of people management experience, preferably in a law firm or professional services environment
• Demonstrated experience managing teams of 10 or more employees in performance-based roles
• Bilingual fluency in English and Spanish is required
• Proficiency in using computers and relevant professional software
• Strong written and verbal communication skills with the ability to handle customer complaints effectively
• Proven ability to manage performance through KPIs, audits, and corrective action plans
• Ability to thrive in a fast-paced, high-accountability work environment

Benefits

• Competitive salary ranging from $85,000 to $125,000 annually
• Paid Time Off (3 weeks per year)
• Health insurance (medical, dental, and vision) with employer contribution
• 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, the firm is expanding nationally. We foster a collaborative, innovative, and high-accountability environment built on values of faith, leadership, loyalty, and service.