Client Experience Supervisor

Team Leadership & Development

Manage and lead a team of Client Experience Specialists responsible for a diverse client portfolio; may serve as primary contact for select client accounts.

Coach, develop, and provide ongoing performance feedback to team members to drive service excellence and professional growth.

Partner with the Client Experience Manager to monitor team performance, establish goals, and implement accountability measures.

Client Relationship Management

Develop and foster positive client relationships to ensure satisfaction and long-term retention.

Regularly monitor client accounts to ensure consistent, high-quality service delivery.

Gain thorough knowledge of each client’s business model, pay practices, and service needs to provide proactive, tailored support.

Communicate with clients on an as-needed basis to understand their needs, anticipated outcomes, and any emerging concerns.

Issue Resolution & Escalation

Identify actual and potential client issues; collaborate with internal teams to provide practical, timely solutions.

Escalate complex or unresolved issues to the Client Experience Manager as appropriate, ensuring resolution and compliance with agreed-upon service agreements.

Secure necessary internal resources and manage projects to design and deliver appropriate client solutions.

Reporting & Internal Communication

Communicate client analytics, trends, and internal or external issues to the Client Experience Manager that may affect client satisfaction or profitability.

Provide webinars and demonstrations of DecisionHR software and technology capabilities to clients as needed.

Required Education and Experience

• High School diploma or equivalent.
• Minimum of 5 years of leadership experience in customer service, consulting, or benefits.
• Excellent verbal, written, presentation, and communication skills; comfortable engaging with clients by phone, Zoom, or in person.
• Demonstrated analytical and critical thinking skills with the ability to independently resolve issues.
• Ability to thrive in a fast-paced, flexible, team-oriented environment while managing competing priorities.
• Strong interpersonal skills and demonstrated ability to build lasting relationships with clients, team members, and internal stakeholders.
• Commitment to providing superior customer service and proactively addressing client concerns.
• Working knowledge of Microsoft Office core applications (Word, Excel, PowerPoint, Outlook).
• Experience working with confidential information.
• Travel is required on occasion.

Preferred Education and Experience

• Bachelor’s or Associate’s degree in a related field.
• Experience in the PEO industry.
• Working knowledge of HRIS systems, WorkLio, and Salesforce.
• Experience establishing and maintaining successful business relationships.