The Supervisor, Client Services is responsible for driving operational excellence within the Customer Experience organization through the optimization of systems, processes, analytics, and service delivery strategies. This role supports the advancement of the customer experience ecosystem by leveraging technology, data insights, continuous improvement initiatives, and best-in-class service practices. The Supervisor, Client Services partners cross-functionally to enhance the customer journey while supporting the development and performance of Client Services Representatives.
ROLES AND RESPONSIBILITIES- Oversee the day-to-day operations of the Client Services function, ensuring service levels, operational efficiency, and customer satisfaction objectives are achieved.
- Optimize customer service workflows and business processes utilizing Gladly CRM, SAP, fraud detection systems, and other Customer Experience technologies.
- Monitor customer interaction volume and operational performance to ensure appropriate resource planning and service level achievement.
- Manage the flow of customer orders, service requests, returns, cancellations, credits, and escalations while ensuring compliance with company policies and service standards.
- Analyze Customer Experience metrics and operational data to identify trends, develop actionable insights, and recommend improvements that enhance the customer journey and business performance.
- Develop and maintain dashboards, reporting, and key performance indicators (KPIs) to measure customer experience, operational effectiveness, and team performance.
- Evaluate, implement, and optimize emerging AI technologies, automation tools, and digital solutions that enhance the customer experience and improve operational efficiency.
- Compile, analyze, and communicate customer feedback, product insights, and service trends to cross-functional teams to support product enhancements and strategic business initiatives.
- Develop, implement, and maintain departmental training programs, knowledge resources, and Standard Operating Procedures (SOPs) that promote operational consistency and best-in-class service.
- Represent the Customer Experience department in cross-functional meetings, partnering with Sales, Marketing, Operations, Product Development, IT, and Distribution to improve systems, processes, and the end-to-end customer journey.
- Partner with the Manager, Customer Experience to identify opportunities for operational improvements, technology enhancements, and scalable customer experience solutions.
- Provide leadership, coaching, and professional development to the Client Services team while fostering a culture of accountability, innovation, collaboration, and continuous improvement.
- Ensure adherence to company policies, regulatory requirements, and Standard Operating Procedures (SOPs).
TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)- Proficient in Microsoft Applications
- Advanced proficiency in Microsoft Excel, including pivot tables, lookups, data analysis, and reporting
- Experience creating dashboards and reports using Microsoft Excel, Power BI, or similar business intelligence tools
- Proficient in ERP systems, SAP preferred
- Proficient in Gladly CRM and customer service applications
- Working knowledge of fraud detection systems and processes, with the ability to identify, investigate, and escalate suspicious customer transactions
- Proficient in effective customer service techniques and skilled in managing difficult customers
- Strong written and verbal communication skills
- Strong organizational and time management abilities
- Ability to work effectively and collaboratively with cross-functional teams and stakeholders
- Ability to train, coach and develop staff
- Ability to analyze diverse information and make account decisions based on analysis
- Strong analytical and reporting skills with the ability to interpret customer experience data and develop actionable recommendations
- Ability to present findings and communicate effectively with all levels of the organization
Additional Technical Competencies- Ability to leverage emerging Artificial Intelligence (AI) technologies to enhance customer experience, improve operational efficiency, and support data-driven decision-making.
- Experience evaluating and utilizing AI-enabled customer experience tools, automation, and workflow solutions within a Customer Experience (CX) environment.
EDUCATION AND EXPERIENCE- Bachelor's Degree or equivalent experience
- Minimum 3 years' industry experience in a customer service capacity
- Minimum 1-year experience in a supervisory capacity
66,200.00 - 82,700.00 - 99,200.00 USD Annual
If your experience is close to what we're looking for, please consider applying! Experience comes in many forms - skills are transferable, and passion goes a long way. We know that diversity makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.
