Client Operations Specialist

Scale Army

Role Overview

The Client Operations Specialist will provide high-quality client support, ensure smooth onboarding experiences, and help drive long-term client satisfaction through proactive engagement. This role supports operational processes, data management, and client communication, primarily via email, while maintaining accurate records across systems.

The ideal candidate is self-driven, highly organized, and comfortable working in a fast-paced, dynamic environment. A background in healthcare or medical fields is highly advantageous but not required.

Key Responsibilities Operations & Data Management

• Receive, organize, and maintain client provider lists in structured spreadsheets

• Ensure provider data is accurately updated in internal tracking documents and the product platform

• Manage ongoing provider list updates, including moves, adds, and changes (MACs)

• Set up new client organizations in the platform and ensure a fully functional matching dashboard at launch

• Maintain clean and accurate client records across CRM and support tools

• Send scheduled reminder emails and follow-ups to ensure timely data submissions and updates

• Support contract documentation by editing agreements, adding required data, and drafting addendums as needed

Client Support

• Serve as the primary point of contact for clients, primarily via email

• Support onboarding by organizing provider lists, translating them into the platform, and ensuring proper configuration

• Respond to client questions, troubleshoot issues, and guide clients on platform best practices

• Track client usage and engagement to proactively identify risks, issues, or growth opportunities

Qualifications Experience

• 2+ years of experience in customer support/operations, client success, client onboarding, or account management roles

• Experience using CRM tools and Microsoft Excel for tracking client data and performance metrics

• Medical knowledge or background (highly advantageous but not required)

Skills

• Strong written and verbal communication skills in English with a friendly and professional tone

• Highly organized with the ability to manage multiple priorities

• Strong attention to detail in data tracking and documentation

• Comfortable working in a fast-paced, remote environment

• Proactive problem-solving mindset with a focus on client success

• Self-starter with the ability to work independently

What Success Looks Like

• Seamless onboarding experiences for new clients

• Strong, trusted relationships with client stakeholders that support retention and growth

• Continuous optimization of client journeys to increase product adoption and satisfaction

• Timely and effective client communication that anticipates needs and resolves issues

• Accurate and up-to-date client data accessible across internal systems

Opportunity

This is an opportunity to join a rapidly growing company and play a key role in shaping the client experience. The Client Operations Specialist will directly impact client satisfaction, retention, and operational excellence, with the potential to grow into more strategic responsibilities over time within a mission-driven, fast-paced environment.