Client Success, Quality & Compliance Manager (Remote)

We are recruiting to fill the position below:

Job Title: Client Success, Quality & Compliance Manager

Location: Remote
Employment Type: Full-time

About the Role

• We are seeking a highly organized and detail-oriented Client Success, Quality & ComplianceManager to join our team.
• This is a cross-functional leadership role requiring strong communication, analytical, and compliance management skills.
• This role is critical to ensuring exceptional client experiences, maintaining high-quality service delivery, and enforcing compliance across all operations.
• The ideal candidate will be responsible for reviewing client communications, auditing employee work for quality and timeliness, managing refund escalations, and ensuring compliance with both internal policies and regulatory requirements.

Key Responsibilities
Client Success & Communication Oversight:

• Monitor and review client email exchanges to ensure accuracy, professionalism, and compliance.
• Conduct proactive check-ins and collect structured client feedback to measure satisfaction.
• Act as the escalation point for client concerns and resolve issues promptly before they result in refund requests.
• Build strong client relationships and advocate for client needs internally.

Quality Assurance & Performance Management:

• Establish performance KPIs for employees and provide regular reporting to leadership.
• Deliver constructive feedback and coaching to staff based on audits and client feedback.
• Audit employee deliverables to confirm accuracy, timeliness, and service quality.
• Develop and enforce service-level agreements (SLAs) for speed and responsiveness.

Compliance & Risk Management:

• Develop and maintain compliance checklists and reporting frameworks.
• Ensure all client interactions and services comply with company policies, contracts, and relevant regulatory standards.
• Train employees on compliance protocols, communication standards, and client handling.
• Standardize and oversee refund approval and escalation processes.
• Monitor for potential compliance risks and implement corrective actions where needed.

Qualifications

• 4+ years of experience in client success, compliance, or quality assurance management.
• Bachelor’s Degree in Business Administration, Operations, Compliance, or related field (Master’s preferred).
• Proven ability to analyze client feedback, identify trends, and drive improvements.
• Excellent communication and conflict resolution skills.
• Experience in a consulting, coaching, or service-based organization is a strong plus.
• Strong understanding of compliance frameworks and risk management principles.
• Detail-oriented with strong organizational and reporting abilities.

Key Performance Indicators (KPIs)

• % of employee work delivered within agreed timelines.
• % of communications audited as compliant and professional.
• Client satisfaction score (based on surveys and feedback).
• Decrease in compliance violations across client-facing activities.
• Reduction in refund requests and escalation cases.

Why Join Us?

• This is a unique opportunity to play a key role in shaping the client experience, improving employee performance, and strengthening compliance at a growing, impact-driven organization.
• You will have the autonomy to design processes, enforce accountability, and directly influence how our clients perceive and experience our services.