Personal Injury Legal Client Support Manager at The Ward Law Group, PL

Miami Lakes, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Aug, 26

Salary

125000.0

Posted On

16 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Management, KPI Management, Bilingual English and Spanish, Client Experience Management, Performance Management, Operational Analysis, Strategic Oversight, Conflict Resolution, Time Management, Active Listening, Staffing Models, Workflow Optimization

Industry

Law Practice

Description

Company Description The Ward Law Group, recognized as one of the Best Places to Work for consecutive years, is where your work truly matters. We serve our community with compassion and excellence, empowering our employees to deliver real results for our clients. We foster a collaborative, innovative, and high-accountability environment where each team member contributes to meaningful outcomes. Our culture values faith, accountability, leadership, loyalty, and service — to our clients, teammates, and community. Join a firm where professional growth meets purpose and where every role contributes directly to life-changing client results. Headquartered in Miami Lakes, with offices in Manhattan and Orlando, The Ward Law Group is expanding nationally, with upcoming locations in New Jersey and Texas. Job Description This is an on-site position Monday - Friday at our office in Miami Lakes, FL. Salary: $85,000 - $125,000 annually Position Overview: The Client Support Manager is responsible for the overall performance, efficiency, and client experience of the Client Support Department. This role provides leadership and accountability by directly managing the department’s leadership, including the Client Support Team Lead, Client Experience Supervisor, and Call Center Manager. The Client Support Manager ensures all client-facing teams meet performance standards and KPIs, drives accountability, develops leaders, and identifies opportunities to improve efficiency and service quality. This role is accountable for maintaining the firm’s commitment to exceptional client service, consistency, and professionalism across all client touchpoints. Job Description & Responsibilities – including but not limited to: Department Leadership & Strategic Oversight Serve as the leader for the Client Support Department, providing direction, accountability, and strategic oversight across all client-facing functions. Directly manage and lead the Client Support leadership, including: Client Support Team Lead Client Experience Supervisor Call Center Manager Conduct regular leadership meetings to align on priorities, expectations, and performance outcomes. Ensure all teams within the department are aligned with firm goals, service standards, and KPI expectations. Performance Management, KPIs & Accountability Hold department leadership accountable for meeting or exceeding KPIs across all client support functions, including: Client experience and satisfaction Call center productivity and quality Scheduling efficiency Mail processing timeliness Referral handling performance Review departmental performance data on a weekly and monthly basis to ensure standards are being met. Identify performance gaps and require corrective action plans from leadership when KPIs or service standards are not achieved. Ensure accountability is enforced consistently, including: Coaching and development for team members showing potential Performance improvement plans when necessary Termination decisions when expectations are not met and improvement is not achieved Client Experience & Service Excellence Own the overall client experience across all Client Support touchpoints. Ensure the firm’s commitment to exceptional client service is consistently upheld across all teams and locations. Partner closely with the Client Experience Supervisor to: Review client complaints, trends, and root causes Ensure timely and appropriate resolution of escalated issues Implement systemic improvements to prevent recurring issues Ensure client communication protocols are followed consistently and professionally across all teams. Team Development & Leadership Growth Develop and grow the department’s leadership bench by: Coaching leaders through regular one-on-ones Reinforcing accountability and ownership Identifying high-potential leaders and supporting their development Ensure leadership team members are effectively managing, coaching, and holding their teams accountable. Make informed decisions regarding promotions, role changes, or separations based on performance, values alignment, and business needs. Operational Analysis & Continuous Improvement Regularly analyze department workflows, staffing models, and performance metrics to identify: Inefficiencies Redundant processes Bottlenecks impacting client experience or productivity Partner with department leadership to implement improvements that increase efficiency, consistency, and service quality. Ensure SOPs and training materials across Client Support functions remain current and aligned with best practices. Drive continuous improvement initiatives that support scalability and operational excellence. Reporting, Communication & Leadership Alignment Prepare and present departmental performance updates during leadership and manager meetings. Translate performance data into actionable insights and recommendations. Ensure transparency and clarity around expectations, progress, and outcomes within the department. Attend daily Manager Huddles and weekly leadership meetings. Administrative & Corporate Responsibilities Oversee administrative functions related to the department, including: Approval of timecards (as applicable through leadership delegation) Participate in hiring, onboarding, and offboarding of leadership roles within the department. Conduct leadership-level performance evaluations. Attend annual manager conferences, leadership development programs, and required in-person trainings. Qualifications Minimum of 3+ years of people management experience, preferably within a law firm or professional services environment. Demonstrated experience managing teams of 10 or more employees in performance-based roles. Proven ability to manage performance through KPIs, audits, feedback conversations, and corrective action plans. Bilingual fluency in English and Spanish required. Must consistently be on time and reliable. Must work well in a team environment. Must have excellent written and verbal communication skills, including the ability to successfully communicate with other employees. Must have proficiency in using computers and relevant software. Must be able to prioritize tasks effectively. Must possess strong multitasking and time-management skills. Must have strong phone contact handling skills and active listening abilities. Must have a passion for delivering exceptional customer service. Must have the ability to handle customer complaints and provide appropriate solutions. Must be able to adapt to a fast-paced and changing work environment. Must have a keen eye for detail to ensure accuracy and thoroughness in all tasks. Additional Information Paid Time Off: All employees who work 30 hours per week and above qualify for Paid Time Off. You will accrue a total of 4.62 hours per pay period for a total of three (3) weeks per year. Health Benefits: All employees who work 30 hours per week and above will be eligible for benefits starting on the 1st day of the month following their start date. The firm covers a fixed amount which typically covers 40 - 65% of the employee premium, depending on the selected plan. The medical insurance plans include options for national coverage and free mental health services. There are also dental plans (with unlimited coverage) and vision plans to choose from at the employee’s expense. Disability Benefits: All employees who work 30 hours per week will have Short-term and Long-term Disability benefits, paid for by the firm. Life Insurance: For all employees who work 30 hours per week and above, the firm provides 1X earnings life insurance coverage paid for by the firm. In addition, you will receive a Firm paid accidental death and dismemberment benefit that matches your life insurance coverage. Supplemental insurance options include Critical Illness, Accident, Cancer, Hospital Confinement Indemnity insurance, Term Life insurance, and Whole life insurance Retirement: All employees who work 30 hours per week and above qualify for the 401(K) plan. After the employee completes one year of service, the firm will match 100% of the first 3% of employee contributions and 50% on the next 2%, with immediate vesting. Your talent, skills and experience will be rewarded with a competitive compensation package. The Ward Law Group is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at The Ward Law Group via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from The Ward Law Group HR/Recruitment will be deemed the sole property of The Ward Law Group. No fee will be paid in the event the candidate is hired by The Ward Law Group as a result of the referral or through other means.

Responsibilities

Lead the Client Support Department by managing leadership roles and ensuring all client-facing teams meet performance standards and KPIs. Drive operational efficiency and maintain a high standard of professional client service across all touchpoints.