Client Support Manager

About Us   At Office Ally, we’ve been revolutionizing healthcare administration since our inception. What started as a clearinghouse focused on simplifying insurance claims processing for healthcare providers has grown into a full-suite healthcare technology company. We offer a range of affordable, cloud-based revenue cycle management solutions –from eligibility verification and claims management to revenue recovery and payment processing –that help healthcare organizations of all sizes streamline operations and reduce administrative burdens so they can focus on what matters most: patient care. In April 2026, Office Ally acquired Jopari Solutions, Inc, a leader in straight-through electronic claims processing for Property & Casualty (P&C), Commercial, and Government healthcare. Jopari brings deep industry expertise and innovative enterprise payment solutions that are transforming how disbursements are handled across the insurance ecosystem. Together, we are expanding our capabilities across the full healthcare transaction lifecycle, connecting claims, payments, and data exchange to deliver a more seamless and efficient experience for providers, payers, and partners. At the core of our company are four key values that guide our mission and work:   Ownership : We take pride in our responsibilities, driving results and taking accountability for the success of our projects.   Empowerment : We believe in giving our team the autonomy and support to make decisions that lead to innovative solutions.   Innovation : We continuously seek new and better ways to improve healthcare administration, embracing creativity and forward-thinking technology.   Transparent Communication : Open, honest communication is at the heart of our collaborations, internally and with our clients, ensuring alignment and trust.   About the Role   We're looking for a Client Support Manager to join our growing Client Services team. The Client Support Manager is a strategic and operational leader responsible for overseeing the performance and daily management of the call center through a layered leadership model. By directing supervisors - who support Team Leads and front-line agents - the Client Support Manager ensures service levels are met, customer satisfaction is achieved, and operational workflows run efficiently. This role combines people leadership, performance management, and process optimization to foster a high-performing, customer-centric environment.   What You’ll Do   Leadership & Team Development   Oversee and mentor call center supervisors, providing coaching, guidance, and regular performance feedback   Strengthen leadership capabilities among supervisors, particularly in communication, coaching, accountability, and conflict resolution   Support succession planning by identifying and developing supervisors for future leadership roles   Assist supervisors in resolving escalated personnel matters, team conflicts, or performance challenges Operational Oversight   Ensure supervisors effectively manage daily call center operations, including call flow, staffing adherence, scheduling, and compliance with policies   Manage high-level customer escalations and assist supervisors in resolving complex customer issues   Collaborate with Workforce Management to ensure staffing levels align with forecasted demands and business needs Recommend and implement process improvements to streamline workflows, reduce handling times, and enhance efficiency   Customer Experience Leadership   Champion initiatives that improve customer satisfaction, leveraging feedback, survey data, and internal performance insights   Oversee call quality programs to ensure agents - through their supervisors - deliver consistent, professional, and empathetic service   Ensure supervisors and Team Leads are equipped to coach agents effectively, reinforcing service standards and best practices   Strategic Planning & Performance Management   Establish clear performance expectations for supervisors that cascade into achievable KPIs for Team Leads and agents   Monitor call center performance metrics, identify trends, and collaborate with supervisors to address gaps or improvement opportunities   Use data, reporting, and analytics to inform decisions related to staffing, training, quality, and operational strategies   Lead change management initiatives, including implementation of new technologies, policies, or processes, ensuring successful adoption across all leadership layers   Supervisory Responsibilities   Direct supervision of Call Center Supervisors   Indirect oversight of front-line agents through the supervisor layer   Responsible for leadership development, performance coaching, and escalation support for supervisor team   What You’ll Need   3+ years of leadership experience within a call center or customer-service environment, or an equivalent combination of education and experience   Advanced proficiency with call center systems, analytics tools, and applicable software programs   Ability to interpret key performance metrics and use insights to improve team performance and operational outcomes   Demonstrated leadership, coaching, and communication skills   Proven problem-solving and conflict resolution skills   Ability to manage multiple priorities and lead through change   Nice to Have   Experience managing supervisors or team leads in a multi-level leadership structure   Travel Requirements   This role requires up to 5% travel , which may include client meetings, team gatherings, or company events Travel will typically be scheduled in advance and supported by the company Pay Transparency Office Ally is committed to fair and equitable compensation practices in alignment with pay transparency laws. Compensation for this position may vary based on individual skills, experience, and location. In addition to base