Client Success Team Supervisor

The Client Success Team Supervisor is responsible for leading a team of Client Success Managers who support clients enrolled in the Debt Management Program (DMP). This leadership role ensures that daily operations run smoothly, team performance remains strong, and clients receive consistent, high-quality service. The Supervisor acts as a point of escalation, provides coaching and support to the team, drives process improvements, and contributes to departmental goals around client retention, satisfaction, and operational efficiency.

Primary Duties and Responsibilities

This job description does not limit management’s ability to assign or adjust duties and responsibilities at any time.

• Supervise daily operations within the Client Success Management Team, ensuring tasks are completed accurately and efficiently.
• Serve as a resource and mentor to Client Success Managers, offering guidance, support, and regular performance feedback.
• Address and resolve escalated client issues with professionalism, empathy, and sound judgment.
• Monitor key department metrics such as call abandon rates, task turnaround time, and client satisfaction trends.
• Assign and track team projects, ensuring ownership, follow-through, and alignment with team goals.
• Assist with the development and maintenance of standard operating procedures (SOPs) and best practices.
• Conduct regular