Client Experience Supervisor

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee the daily operations of the Client Experience team.

• Inspire, guide, and support Client Experience Specialists.

• Provide daily direction, eliminate obstacles, and establish clear expectations.

• Conduct individual coaching sessions, performance evaluations, and team meetings.

• Record feedback and ensure follow-through on action plans.

• Identify skill deficiencies, enhance training, support onboarding, and develop employee capabilities.

• Exemplify empathetic problem-solving, professionalism, accountability, and dedication to client success.

• Manage service queues, case assignments, client communications, and staffing coverage.

• Act as a primary resource for intricate client issues and escalations.

• Train the team on debt management program requirements, client issues, and long-term engagement strategies.

• Ensure precise CRM documentation, task completion, case follow-up, and compliance with procedures.

• Identify service bottlenecks and recurring issues; suggest and implement approved workflow modifications.

• Assist with client service calls and queues as operational demands dictate.

• Monitor productivity, response times, service standards, quality outcomes, and retention metrics.

• Utilize CRM dashboards and operational reports to spot trends, communicate risks, and propose corrective measures.

• Review call recordings, client interactions, and case documentation; provide coaching in line with quality standards.

• Uphold organizational policies, relevant regulations, client privacy requirements, and documentation standards.

• Manage attendance records, timecard adjustments, schedule coordination, and employee administration tasks.

• Maintain records related to coaching, performance, and disciplinary actions; collaborate with the Manager and HR on employee issues.

• Engage in candidate interviews, selection processes, new-hire training, and onboarding.

⛳️ Requirements

• Candidate must live in Orlando, Florida, or be willing to relocate before the start date.

• 5–10 years of experience in customer service, ideally in a call center or client servicing context.

• 2–5 years of experience in a supervisory, team lead, or people management role.

• Proven capability to coach employees, manage performance, and achieve measurable team results.

• Familiarity with call center technology, CRM systems, quality monitoring, and operational reporting.

• Strong conflict resolution, decision-making, analytical, and problem-solving capabilities.

• Ability to prioritize competing tasks, manage service queues, escalations, and time-sensitive assignments.

• Excellent written and verbal communication, documentation, collaboration, and organizational abilities.

• Proficiency in Microsoft Office, web-based systems, and multitasking across various applications.

• A dedicated home office space with reliable high-speed internet access.

• Flexibility to work evenings, weekends, or holidays as business needs arise.

• Preferred: Over 5 years of supervisory, team lead, or management experience in a call center setting.

• Preferred: Background in credit counseling, debt management programs, or financial services client support.

• Oral and written proficiency in Spanish is an advantage.

• High school diploma or an equivalent combination of education and experience.

• Bachelor's degree or an equivalent combination of education and relevant professional experience.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and career advancement.

• Supportive and collaborative work environment.