Client Operations Lead

Role: Client Operations Lead

Benefits

• Salary: Competitive, based on experience 
• Leave: 16 days PTO 
• Public Holidays: 10 days paid p.a 
• Shift: Day Shift - AEST. 
• Bonus: Quarterly 
• Location: Work from home FT 

Job Brief

Remotee, through our sister company Recruit Sync, is seeking an experienced Client Operations Lead to manage and support offshore teams delivering services to our Australian client base.

This role sits at the intersection of team leadership and client relationship management, overseeing the day-to-day performance, engagement and development of offshore staff while acting as the primary point of contact for client stakeholders. You'll lead onboarding of new hires, conduct regular one-on-ones, coach team members through performance and behavioural matters, and proactively identify retention risks before they become resignations.

On the client side, you'll own the relationship end-to-end - managing expectations, resolving escalations professionally, and providing regular updates on staffing, performance and operational matters. You'll also be expected to spot operational risks early, ensure consistent adherence to company policy and client requirements, and drive continuous improvement across your assigned accounts.

The role is suited to someone with strong people leadership instincts, a calm and professional approach to difficult conversations, and genuine experience managing remote or offshore teams within a client services environment.

Mandatory Requirements

• 3+ years' experience in Operations, Team Leadership, Account Management, or Client Services.
• Proven experience managing client relationships directly. 
• Experience handling employee onboarding, engagement, performance discussions, and escalations.
• Experience leading remote or offshore teams preferred. 
• Strong written and verbal communication skills. 
• Demonstrated ability to handle difficult conversations professionally. 

Responsibilities

Team Leadership and Employee Engagement

• Conduct fortnightly one-on-one check-ins with team members. 
• Manage onboarding of new hires and ensure successful integration into client teams.
• Provide ongoing coaching, mentoring, and performance guidance. 
• Deliver client feedback constructively and support employee development plans.
• Monitor employee engagement, morale, attendance, and productivity. 
• Address performance and behavioral concerns promptly and professionally.
• Support retention initiatives and identify potential resignation risks early. 

Client Relationship Management

• Lead client onboarding and ensure smooth implementation of offshore resources.
• Manage client expectations and maintain strong stakeholder relationships.
• Handle client escalations professionally and provide timely resolutions. 
• Provide regular updates on staffing, performance, and operational matters.
• Build trust through proactive communication and problem-solving. 

Operations and Performance Management

• Identify operational risks and recommend solutions. 
• Ensure company policies and client requirements are consistently followed.
• Drive continuous improvement initiatives across assigned accounts. 

What's on offer?

• Long-term remote role supporting leading Australian businesses. 
• Join an elite offshore staffing brand built around quality, training and performance.
• Competitive salary with guaranteed annual reviews. 
• Work with high-quality Australian clients and stakeholders. 
• Annual top performer awards, including trips to Australia. 
• Company hardware provided. 
• Fast-paced, supportive and growth-focused team. 
• Genuine career growth as Recruit Sync scales.