Client Service Supervisor

What You’ll Do

• Oversee a team of Concierge Associates, setting clear expectations, providing day-to-day direction, and coach to ensure high performance and service consistency
• Monitor, analyze, and report daily workload, call and case volumes, and service level metrics to ensure timely and accurate resolution of client requests
• Serve as the escalation point for complex, urgent, or sensitive client matters; take ownership through resolution
• Conduct regular one-on-one meetings and formal performance reviews to support development, provide feedback, and address performance concerns in alignment with company expectations
• Partner with cross-functional teams—including Operations, Compliance, Technology, and Sales—to remove roadblocks, share feedback, and improve end-to-end processes
• Analyze trends in service activity to identify opportunities for training, quality improvement, and operational efficiencies
• Champion operational improvements and process enhancements
• Apply deep operational expertise to solve issues quickly, identify root causes, and implement sustainable solutions
• Ensure scheduling, staffing, and resource alignment matches client demand and coverage
• Lead team meetings and contribute to department meetings to reinforce service standards, share updates, and keep the team aligned on priorities
• Support hiring, onboarding, and training of new team members; serve as a culture carrier and role model
• Maintain compliance with internal policies, procedures, and regulatory requirements, ensuring the team adheres to operational standards
• Regularly review and update standard operating procedures (SOPs) to reflect current practices, support training, and improve consistency across the team
• Contribute to strategic initiatives and represent the Concierge team in cross-functional projects as needed

What You Bring

• 4+ years of experience in financial services, client service, or operations
• 1+ year in a leadership or supervisory role
• High school diploma required; college degree preferred
• Experience in advisor support or wealth management preferred
• Proven ability to lead teams in a client service or operations environment, with a focus on accountability, empathy, and results
• Strong organizational and time management skills with the ability to manage both individual and team priorities
• Excellent interpersonal communication skills: clear, composed, and able to inspire confidence and trust
• Ability to navigate and resolve escalations with professionalism, while coaching others through similar scenarios
• Strong analytical skills and attention to detail; comfortable interpreting metrics to assess performance and recommend improvements
• High comfort level with CRM systems (Salesforce), advisor platforms, and custodial tools; able to guide others through complex workflows