Job Description
Job Description
About TouchCare
TouchCare is a healthcare concierge service dedicated to simplifying the complexities of health insurance and the healthcare system. By assigning each member a personal assistant, TouchCare helps resolve billing issues, coordinate with providers, and save individuals time and money. Committed to providing a healthier understanding of healthcare, TouchCare makes navigating healthcare more convenient and stress-free for its users.
We are seeking a hands-on Manager of Client Services to lead and strengthen our Client Services team. This role is responsible for driving consistent execution across the client experience, supporting team development, and ensuring a high-quality, proactive partnership with our clients.
The ideal candidate is an experienced people leader who thrives in fast-paced environments and understands how to build accountability, clarity, and strong team culture within a service organization. This role partners closely with Member Services to ensure seamless alignment between client expectations and member-level service delivery.
Key Responsibilities
Team Leadership
- Lead and develop the Client Services team, including team leads
- Set clear expectations for responsiveness, communication, and service standards
- Provide coaching, performance feedback, and ongoing development
- Ensure effective delegation and workload balance
- Foster a culture of ownership, professionalism, and collaboration
Client Service Execution
- Oversee daily Client Services operations to ensure consistent follow-through
- Ensure clients receive timely updates, reporting, and communication
- Monitor service quality, trends, and escalation patterns
- Step into complex client situations when necessary
- Identify execution gaps and implement practical improvements
- Drive accountability around deliverables and client commitments
Training & Support
- Support onboarding and continued training of Client Services team members
- Reinforce communication standards and service expectations
- Ensure team members understand TouchCare's service model and value proposition
- Develop bench strength and leadership readiness within the team
Cross-Functional Collaboration
- Partner closely with Member Services to ensure client priorities are clearly communicated and operationally supported
- Align on escalation processes and service improvements
- Ensure strong communication loops between client-facing and member-facing teams
- Support retention efforts through consistent and coordinated service delivery
Qualifications
- 3+ years of experience leading a Client Services or similar client-facing team
- Proven ability to coach, develop, and hold teams accountable
- Strong communication and organizational skills
- Experience in healthcare, benefits, insurance, or another high-touch environment preferred
- Comfortable operating in a growing organization
What Success Looks Like
- A confident and accountable Client Services team
- Consistent execution and follow-through
- Clear communication between Client Services and Member Services
- Reduced escalations and improved client satisfaction
- Strong retention and renewal performance
- Clear expectations and standards across the team
Why Join Us?
- Professional Growth: Gain exposure to diverse accounting functions and portfolio company
- management.
- Collaborative Environment: Work closely with a supportive team that values your contribution.
- Fast-Paced & Rewarding: No two days are the same in our deadline-driven, high-energy office.
Location: Stamford, CT (high collaboration, in-person partnership environment)