The Client Experience Lead is the hands-on, day-to-day leader of OrangeTwist's centralized call center, leading the Client Ambassador Team (CAT) and Client Ambassador Sales Team (CAST). CAT is the nucleus of the client journey and often the first interaction a new or returning client has with OrangeTwist. This role ensures every call, lead, scheduling interaction, sales opportunity and client concern is handled with the same level of care, professionalism and urgency we bring to the medical side of our business.

This is a player-coach role. The Lead performs and understands the core Client Ambassador responsibilities while leading the team, owning call center performance, becoming a subject-matter expert in the systems that connect the client journey, training to both the systems and the OrangeTwist experience, reporting weekly KPIs, anticipating sales-cycle needs and resolving client and team escalations.

Location: 1301 Dove St., Suite 670, Newport Beach, CA 92660

Schedule: 5 shifts a week. Monday to Friday

Compensation: $25+/hourly (base on experience) plus incentive

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead the daily operation and performance of CAT and CAST, including inbound and outbound calls, lead response, scheduling, sales support, client follow-up and team coverage.
• Represent OrangeTwist in a positive, professional and client-focused manner and ensure the team consistently does the same.
• Serve as a subject-matter expert in the systems, workflows and tools that connect clients to OrangeTwist; understand how scheduling, leads, communications, promotions, memberships and center operations work together.
• Train and coach team members on both system execution and the client experience behind the workflow; maintain clear processes, scripts and training materials.
• Monitor call center activity, responsiveness, queues, lead follow-up, booking activity, call quality and other service-level expectations; step into the work when volume or business needs require it.
• Own weekly CAT and CAST KPI reporting. Understand the story behind the numbers, identify trends and gaps, and recommend actions to improve performance.
• Think ahead of the business and sales cycle. Prepare the team for upcoming promotions, marketing activity, appointment opportunities, membership priorities and month-end lifts.
• Coach and motivate the team toward service, sales and conversion goals while maintaining a strong, positive and accountable culture.
• Serve as the first leadership escalation point for client concerns and team frustrations; listen, investigate, de-escalate and resolve issues with sound judgment and urgency.
• Identify recurring client, process or system friction and partner cross-functionally with Operations, Marketing, IT, Clinical and center teams to address root causes.
• Educate clients and support the team in educating clients on OrangeTwist treatments, services, memberships and current promotions; identify appropriate opportunities to support sales and retention.
• Ensure client interactions and outcomes are documented accurately and comprehensively in company systems and that confidential and sensitive information is handled professionally.
• Onboard, train and provide ongoing feedback and real-time coaching to CAT and CAST team members.
• Act independently within the scope of the role, knowing when to solve, when to collaborate and when to escalate.

ADDITIONAL RESPONSIBILITIES

• Demonstrate a high degree of professionalism, communication, teamwork and accountability with clients, peers, center teams and management.
• Maintain high standards for quality, attendance, organization and follow-through.
• Adhere to all Company policies, procedures, safety requirements and applicable local, state and federal laws.
• Ability to work varied hours, including days, evenings and weekends, as needed to support the business.

Perform additional duties as assigned that relate to the position and evolving needs of the business

EDUCATION / EXPERIENCE

• 3+ years of call center/contact center, client experience, inside sales, hospitality, healthcare, aesthetics, beauty/wellness or another high-touch consumer environment preferred.
• Prior experience as a Lead, Senior, Trainer, Supervisor or other demonstrated team leadership strongly preferred.
• Exceptional client service skills, professional phone presence and demonstrated ability to de-escalate difficult situations.
• Strong systems aptitude with the ability to learn CRM, scheduling, call-center, communications and reporting platforms and become a power user.
• Experience training others on systems, processes and service standards.
• Comfort working with performance metrics and spreadsheets; ability to interpret results and translate them into action.
• Sales and conversion mindset with the ability to motivate a team around promotions, business priorities and month-end goals.
• Ability to work effectively across multiple departments and organizational levels.
• High school diploma or equivalent required; additional education or relevant certifications a plus.

PHYSICAL DEMANDS / WORK ENVIRONMENT

This position is primarily performed in a call center/office environment and requires frequent computer and telephone use. The employee must be able to read, write, hear and speak effectively to communicate with clients and team members. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

GROWTH PATH

This role is designed as a leadership growth opportunity. Strong performance in client experience, people leadership, systems ownership, operational execution and business results may create a path toward Manager, Client Experience as the function and individual develop.