Client Experience Supervisor

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

📋 Description

• Oversee the daily operations of the Client Experience team.

• Guide, mentor, and inspire Client Experience Specialists.

• Offer daily support, eliminate obstacles, and reinforce 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, assist with onboarding, and develop employee capabilities.

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

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

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

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

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

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

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

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

• Utilize CRM dashboards and operational reports to identify trends, communicate risks, and propose corrective actions.

• 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 corrections, schedule coordination, and employee administration tasks.

• Maintain coaching, performance, and disciplinary records; collaborate with the Manager and HR on employee-related matters.

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

⛳️ Requirements

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

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

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

• Proven ability to coach employees, manage performance, and achieve measurable team outcomes.

• Experience with call center technologies, CRM systems, quality monitoring, and operational reporting.

• Strong skills in conflict resolution, decision-making, analytical thinking, and problem-solving.

• Capability to manage competing priorities, service queues, escalations, and time-sensitive tasks.

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

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

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

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

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

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

• Oral and written proficiency in Spanish is a plus.

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

• 4-year degree or equivalent combination of education and relevant professional experience.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance options.

• Professional development opportunities and ongoing training.

• Flexible work schedules and remote work options.

• Paid time off and holidays.

• Employee assistance programs and wellness initiatives.