Client Services Lead

Department:

Service Delivery

Location:

Remote (Philippines)

About Lumen Partners

At Lumen Partners, we specialize in empowering remote teams with specialist virtual assistants. We are a precision partner for distributed workforces, providing meticulously vetted professionals and industry experts who are ready to seamlessly integrate into your existing workflows. We are not a recruiter; we are a long-term partner to both our clients and our "Lumens" (our employees).

This is a full-time, remote position. You will be a valued employee of Lumen Partners, working in a dedicated, long-term role directly with our U.S.-based client.

About Your Client

You will be assigned to work exclusively with our client, a fast-growing cybersecurity awareness training company that empowers organizations to become defenders against cyber threats. They deliver engaging, micro-learning videos that educate employees and organizations about cybersecurity, data breaches, and easily avoidable threats.

Position Overview

As the
Client Services Lead

on our team, you will be fully integrated with our client's Managed Services division. This is a senior
Tier 2 escalation role

, blending high-touch client partnership with precise technical execution.

You will serve as the
first line of defense for complex client issues

, providing "white-glove" service and navigating challenges with poise. A key part of this role will be
taking ownership of 50-60 monthly client reports

, translating data into clear insights. We are looking for a candidate with a background in Account Management or Customer Success who is comfortable "taking a little heat" and de-escalating client concerns.

How You Will Elevate This Partnership

• Serve as the primary escalation point,

navigating complex client inquiries with poise and bringing them to a clear, professional resolution.
- Act as a core client-facing partner,

leading virtual calls to de-escalate issues, provide platform training, and review reports.
- Conduct intentional quality control reviews

on all team deliverables, ensuring they meet a high standard of accuracy and align with client requirements.
- Manage and execute ~50-60 monthly reports,

applying precise data management skills using Excel to analyze and report on service metrics.
- Resolve client challenges efficiently

to ensure long-term satisfaction and partnership retention.
- Collaborate with internal teams

to identify and refine processes, elevating the service based on client feedback and outcomes.
- Orchestrate service delivery

to ensure all commitments (SLAs) are met, prioritizing responses with discernment.
- Support the choreography of content delivery,

including staging and deployment across various platforms.
- Contribute to our collective intelligence

by refining and maintaining support documentation, FAQs, and knowledge base materials.

Your Profile

• Experience:

At least 2 years of experience in a client-facing role such as
Customer Success, Account Management, or Tier 2 Technical Support,

preferably within a SaaS or Managed Services environment.
- Technical Precision (Excel):

Strong proficiency in Microsoft Excel is required. You must be comfortable with
pivot tables, basic formulas (like lookups), and data grouping

to independently build and manage reports. (This is a 'middle-of-the-line' skill, but you must be able to work in Excel without basic training).
- Communication:

Polished and articulate written and verbal communication skills, with a professional and polished presence suitable for client calls.
- Poise:

Exceptional emotional intelligence, with a proven ability to remain poised, "take a little heat," and de-escalate clients under pressure.
- Discernment:

A high degree of discernment and attention to detail, with a focus on quality assurance and data accuracy.
- Clarity in Complexity:

Strong problem-solving and critical-thinking abilities, with a capacity to find clear solutions for complex issues.
- Accountability:

A self-motivated and accountable professional who thrives in a dynamic, service-driven environment.
- Systems Aptitude:

Familiarity with CRM or ticketing systems
(like Zendesk) is a strong plus

.

About The Engagement

This is a full-time, long-term contract role. The successful candidate will be contracted with Lumen Partners and will work as a dedicated, fully-integrated member of the client's team.