Client Relations Supervisor

About the role

The Client Relations Supervisor is responsible for leading the day-to-day operations of the Client Relations team while delivering an exceptional customer experience. This role serves as the primary escalation point for complex customer issues, provides coaching and performance management for team members, drives operational excellence through KPI monitoring, and partners cross-functionally to ensure timely resolution of customer concerns. The ideal candidate is a proactive leader who thrives in a fast-paced environment and is committed to continuous improvement and team development.

Responsibilities

• Serve as the primary escalation point and subject matter expert for Client Relations team members, providing guidance, troubleshooting support, and facilitating the timely resolution of complex customer issues.
• Lead daily operations of the Client Relations team, ensuring service levels, response times, and departmental objectives are consistently achieved.
• Monitor, manage, and drive resolution of Client Relations tickets, RMAs, service orders, and customer cases through successful completion.