Client Success Team Supervisor

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

📋 Description

• Oversee the daily functions of the Client Success Management Team.

• Guide and mentor Client Success Managers by providing support, direction, and performance evaluations.

• Address and resolve escalated client concerns.

• Track call abandon rates, task turnaround times, and trends in client satisfaction.

• Assign team projects and monitor their progress.

• Create and uphold standard operating procedures and best practices.

• Conduct call monitoring and perform quality assessments.

• Facilitate new employee onboarding and coordinate training and development initiatives.

• Assist with performance evaluations, coaching sessions, and quarterly assessments.

• Engage in the interviewing, hiring, and employee development processes.

• Test and provide feedback on internal systems and software updates.

• Enhance operational workflows to improve the client experience.

• Manage payroll processing and handle time-off requests.

• Promote accountability, morale, and ongoing improvement within the team.

• Recommend and evaluate enhancements to the Debt Management Program tools, workflows, and procedures.

• Assume the role of acting department leader in the absence of the Operations Manager.

• Achieve the PFE Debt Management Professional Certification within the first six months of employment.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• An associate degree or equivalent professional experience is required.

• A minimum of 3 years of customer service experience, ideally in financial services or a call center setting.

• At least 1 year of experience in a supervisory or team leadership position.

• PFE Debt Management Professional Certification must be obtained within six months of hiring.

• Strong skills in leadership, coaching, and team development are essential.

• Excellent verbal and written communication skills are required.

• Capable of conflict resolution and possess strong critical thinking abilities.

• Effective time management and organizational skills are necessary.

• Proficient in Microsoft Office and client management systems.

• Ability to analyze performance metrics and identify actionable trends.

• A knack for cultivating team culture, motivation, and accountability.

🏝️ Benefits

• Comprehensive health insurance that includes medical, dental, and vision coverage.

• Medical and dependent Flexible Spending Account (FSA).

• Short-Term and Long-Term Disability, along with Life Insurance options.

• 401(k) retirement plan with company matching contributions.

• Paid time off and designated paid holidays.

• Flexibility for remote work arrangements.

• Opportunities for professional development and training.

• A supportive team environment and a mission-driven culture.