Bilingual Client Support Manager - Miami Lakes, FL (Legal Industry Experience Required)

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

Key Responsibilities

Department Leadership & Strategy

• Lead the Client Support Department and provide strategic direction across all client-facing functions
• Directly manage:
  • Client Support Team Lead
  • Client Experience Supervisor
  • Call Center Manager
• Conduct regular leadership meetings to align priorities and performance expectations
• Ensure alignment with firm goals, service standards, and KPIs

Performance Management & Accountability

• Drive and monitor KPIs including:
  • Client satisfaction and experience
  • Call center productivity and quality
  • Scheduling efficiency
  • Mail processing timelines
  • Referral handling performance
• Review performance data on a weekly and monthly basis
• Identify gaps and implement corrective action plans
• Enforce accountability through coaching, development plans, and performance management actions

Client Experience Excellence

• Own and elevate the overall client experience across all touchpoints
• Partner with Client Experience leadership to:
  • Resolve escalations
  • Analyze trends and root causes
  • Implement long-term improvements
• Ensure consistent, professional communication standards across teams

Team Development & Leadership Growth

• Coach and develop department leaders through regular 1:1s
• Build a strong leadership bench and succession pipeline
• Support hiring, promotions, and organizational decisions
• Ensure leaders are effectively managing and developing their teams

Operations & Continuous Improvement

• Analyze workflows, staffing models, and performance metrics
• Identify inefficiencies, bottlenecks, and opportunities for optimization
• Implement process improvements to enhance scalability and service quality
• Maintain updated SOPs and training materials aligned with best practices

Reporting & Collaboration

• Prepare and present department performance updates to leadership
• Translate data into actionable insights and recommendations
• Participate in daily manager huddles and weekly leadership meetings

Qualifications

• Current legal industry experience 
• Onsight Monday - Friday (8:30 - 5:30p) 
• Bilingual (English/Spanish) required
• 3+ years of people management experience 
• Experience managing teams of 10+ employees in KPI-driven environments
• Strong leadership, coaching, and performance management skills
• Excellent communication and interpersonal skills
• Strong organizational, multitasking, and time management abilities
• Ability to thrive in a fast-paced, high-accountability environment
• Proficiency with CRM systems and relevant software

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 1