Job Description The Client Services Supervisor supports the National Client Services Manager in overseeing the daily operations of the client services team. This role carries a strong focus on coaching and developing team members, maintaining accountability to performance KPIs and SLAs, and managing a smaller portfolio of client accounts. The Supervisor ensures that service delivery meets company standards and promotes a culture of continuous improvement and high performance. What you’ll be doing: Lead, coach, and inspire a team of Client Service Representatives, building capability and driving high performance through regular feedback and development Oversee day-to-day operations to ensure tasks are delivered accurately, efficiently, and within agreed timeframes Proactively identify gaps in skills, resourcing, or processes—and implement practical solutions Act as a key escalation point for clients, ensuring issues are resolved quickly and professionally Manage a portfolio of client accounts, focusing on service excellence, retention, and identifying growth opportunities Partner closely with internal teams to ensure alignment on service delivery, onboarding, and ongoing client expectations Monitor team performance, SLA adherence, and customer satisfaction metrics—using data to drive improvements Support onboarding of new clients and team members, ensuring smooth integration and ongoing success
