Supervisor, Client Services

Position Overview

We are seeking a dynamic Team Supervisor / Associate Manager to lead, coach, and inspire our frontline service team. In this role, you will balance operational excellence with people development, ensuring our team consistently delivers high-quality support while hitting key performance metrics. Whether you are an experienced supervisor or an aspiring leader ready to take the next step, you will be the driving force behind daily operations, the champion of our service standards, and a dedicated mentor to our associates.

Key Responsibilities

• Team Leadership & Operations:
  • Oversee day-to-day operations, ensuring smooth workflows, optimal workload distribution, and high-quality service delivery.
  • Monitor incoming support channels and strategically coordinate team responses to maintain rapid, consistent, and accurate assistance.
  • Ensure strict adherence to Service Level Agreements (SLAs) and internal quality standards across all customer touchpoints.
• Mentorship & Performance Management:
  • Provide dedicated one-on-one coaching, operational guidance, and mentorship to associates to elevate problem-solving skills and service quality.
  • Conduct regular check-ins, deliver actionable feedback, and help team members map out clear career progression paths.
  • Utilize operational metrics and KPIs to track team performance, identify skill gaps, and implement targeted improvement plans.
• Escalation & Client Relations:
  • Serve as the primary point of contact for complex customer escalations, ensuring swift, empathetic, and satisfactory resolutions.
  • Foster strong relationships with stakeholders and clients by balancing operational efficiency with exceptional service.

Job Qualifications

• Education: Bachelor's degree in Business Administration, Communications, or a related field (or equivalent practical experience).
• Leadership Experience: Prior experience as a Team Lead, Associate Manager, or an emerging leader with a strong track record of informal leadership and peer coaching in a customer-facing or operations environment.
• Skills & Competencies:
  • Exceptional interpersonal skills with a passion for coaching, motivating, and driving team engagement.
  • Proven ability to monitor team workflows, track performance metrics, and maintain operational efficiency.
  • Strong conflict-resolution skills and the ability to translate complex process requirements into clear, actionable guidance for both the team and clients.

Annual Pay Range

50,300 - 61,000 USD