Role description
Client Service Supervisor
Liberty SoftwareLead the team that supports the pharmacies supporting their communities!
At Liberty Software, we proudly partner with client pharmacies across the country, helping them support their patients with powerful, user-friendly software. We’re excited to grow our team by hiring a Client Service Supervisor who will lead by example in delivering outstanding client support. In this role, you will serve as a subject matter expert on Liberty's software products, mentor team members, manage performance, and personally resolve escalated issues with professionalism and care.
Please note:
- This role is based in our Grapevine, TX office
- Liberty Software does not offer employment sponsorship opportunities for this role (e.g., H-1B, OPT, or other work visa status)
What You'll Do:
- Supervise day-to-day performance of the Client Services team, ensuring high levels of responsiveness and accuracy
- Provide guidance and coaching to team members on ticket handling, customer communication, and technical troubleshooting
- Monitor and reduce follow-up time on client requests, ensuring timely ticket resolution between account managers and pharmacy clients
- Serve as the point of contact for escalated customer issues and work to de-escalate and resolve concerns with empathy and professionalism
- Act as a subject matter expert for all Liberty Software products, assisting with training and development of team members
- Support your Client Service Manager and collaborate cross-functionally with other departments
- Conduct performance reviews, address attendance and performance concerns, and set growth goals for team members
- Ensure all client communications (emails, tickets, voicemails) within your team are handled promptly and thoroughly
- Step in and assist in other areas of the business as needed
Qualifications:
- Bachelor’s degree required
- Minimum of five years of relevant experience, including a strong background in pharmacy operations or account management
- Demonstrated leadership experience in a client-facing or support environment
- Advanced understanding of the independent pharmacy industry strongly preferred
- Professional, patient, and friendly demeanor
- Exceptional multitasking and organizational skills
- Strong critical thinking, documentation, and problem-solving abilities
- Quick to learn and navigate new software platforms
- Passion for providing excellent customer service and mentoring others
Benefits Starting Day One:
- 100% employer-paid medical and life insurance for employees, with optional dental and vision coverage at no cost
- Family coverage available with Liberty contributing 50% of the premium
- Fully vested 401(k) with employer match
- Employer contributions to Health Savings Accounts (HSA)
- Generous paid time off and paid holidays
- Tuition reimbursement and continuing education support
- Adoption expense reimbursement
- Confidential counseling resources for mental health, financial planning, and more, via Optum EAP
- Fully stocked breakroom
If you’re passionate about helping others and leading with purpose, we’d love to hear from you!
Apply today!