Team Lead - Client Support

JLL empowers you to shape a brighter way . Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Position Overview This position leads a team of Client Support Coordinators, Client Support Admins, and Facility Document Management Specialists, overseeing the quality and consistency of their work, while owning the client relationship for US-based Healthcare Facility clients once they are onboarded and actively using ATG solutions and technology. The role drives operational excellence, builds team capability, and delivers consistently strong client experience across all ATG solutions. In addition to managing complex client engagements independently, this role steps in on escalated or technically complex issues and serving as the critical bridge between frontline delivery and strategic client success. Approximately 10–15% of the role also supports the sales process for new and expanding accounts — including client data gathering and delivering solution training to prospective and newly onboarded clients. Client Relationship Management Serve as the primary point of accountability for assigned US Healthcare Facility clients, owning the relationship with transparency, proactivity, and consistent follow-through. Conduct quarterly proactive outreach to assigned clients to review solution utilization, surface issues, and identify expansion opportunities. Anticipate client needs and manage expectations realistically — communicating challenges early and presenting solutions before they escalate. Share structured client feedback with the Director of Client Success and product stakeholders to continuously improve client experience and enhance solutions. Operational Excellence & Delivery Team Oversight Oversee and quality-check work produced by team members across the following functional areas: Client Support Coordinator duties: enterprise solution support,user management, project management, solution training, and account management activities. Client Support Admin duties: ATG website access management, user provisioning/deprovisioning, solution setup, permissions editing, and project reporting. Facility Document Management duties: blueprint analysis and data extraction, Microsoft Access database management, Excel-based tracking and reporting, and document quality control. Some others. Senior Individual Contribution Provide advanced first-line support and troubleshooting for 10+ complex enterprise solutions, including in-depth data analysis. Act as Project Manager for enterprise solution implementations — coordinating scope, configuration data, timelines, and cross-team dependencies. Deliver client training on ATG solutions upon project completion and on demand. Establish and continuously improve team workflows, SOPs, quality assurance checklists, and escalation protocols. Track and report team performance metrics and KPIs to the Director of Client Success on a regular cadence. Problem-Solving & Adaptability Problem-Solving & Adaptability Navigate ambiguity and make sound decisions with incomplete information, resolving client and operational issues independently when real-time escalation is not possible. Know when to own resolution versus escalate — protecting team bandwidth while maintaining client trust. Adapt quickly to changing client priorities, solution updates, and business requirements, adjusting team workflows accordingly. Serve as the escalation point for P2 team members on complex technical or client-facing issues before routing to the Director of Client Success. Cross-Cultural Communication Read between the lines in client communications, surfacing unstated needs or dissatisfaction before they become issues. Coach team members on effective cross-cultural communication practices with US-based clients. Serve as a cultural bridge — translating client context for the Costa Rica team and translating team context back to US stakeholders. Required Qualifications Experience 7+ years of experience in client support, account management, or SaaS support roles, with at least 2-3 years in a team lead or supervisory capacity. Demonstrated experience managing cross-cultural teams supporting AMER-based clients. Background in Healthcare Facilities (nice to have), compliance technology, or enterprise SaaS platforms preferred. Technical Skills Ability to work in a fast-paced environment, managing multiple tasks simultaneously, meeting deadlines and adapting to changing priorities Advanced Microsoft Excel skills (pivot tables, data validation, large dataset management). Working knowledge of Microsoft Access for database management and reporting. Proficiency in Microsoft Office suite: Outlook, Word, Excel, PowerPoint. Familiarity with document management systems, cloud-based platforms, and CRM tools. Competencies Business-level English — written and spoken (required). Exceptional organizational, project management, and analytical skills. Strong presentation skills; ability to communicate technical concepts to non-technical clients. Self-directed and able to manage both personal delivery and team performance simultaneously. Agile mindset — comfortable adapting to evolving business requirements and client needs. Location: On-site –Belen, CRI If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table! At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement . For additional details please see our career site pages for each country. Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a . Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.