Supervisor, Client Contact

The Supervisor, Client Contact will oversee customer service teams, drive operational performance, and ensure high-quality service delivery while supporting continuous improvement initiatives.

• Manage one or more customer service teams handling customer inquiries and issues through phone, email, and other communication channels.


• Monitor daily operations to ensure compliance with service level agreements, quality standards, and internal procedures.


• Promote professional, responsive, and customer-focused support experiences that build strong client relationships.


• Ensure appropriate team coverage by managing schedules, workload distribution, and operational priorities.


• Act as an escalation point for complex customer issues, ensuring timely resolution and effective communication.


• Evaluate customer interactions, provide performance feedback, and support representatives in improving service quality.


• Communicate with clients, vendors, and internal departments to maintain service excellence and customer satisfaction.


• Conduct performance reviews, support hiring activities, and contribute to team development initiatives.


• Provide coaching and mentoring to supervisors, team leads, and customer service representatives.


• Identify and implement process improvements to increase efficiency and improve customer outcomes.


• Track and report contact center performance metrics, including quality, productivity, customer satisfaction, and service objectives.


• Support senior customer service leadership as needed and contribute to broader operational initiatives.

Requirements:

The ideal candidate will have experience in customer service operations and team leadership, with strong communication skills and the ability to manage performance in a fast-paced contact center environment.

• Bachelor’s degree or equivalent combination of education, training, and professional experience preferred.


• Minimum of 3 years of experience in a call center, customer service, or related service industry environment.


• Previous supervisory or team leadership experience managing customer support teams.


• Strong knowledge of customer service operations, products, services, and business processes.


• Excellent verbal and written communication skills with the ability to engage effectively with customers, teams, and stakeholders.


• Strong customer-focused mindset with a commitment to delivering high-quality service experiences.


• Ability to lead, motivate, and manage large teams effectively.


• Experience with workforce management practices, scheduling tools, and quality monitoring systems.


• Strong problem-solving, decision-making, and root cause analysis skills.


• Ability to identify process improvement opportunities and support operational enhancements.


• Strong interpersonal skills and the ability to build positive working relationships.


• Proficiency with Microsoft Office and standard business software applications.


• Ability to work independently while collaborating effectively within a team environment.

Benefits:

• Opportunity to work in an international and collaborative environment.


• Fully remote work option with required equipment provided.


• Access to online learning platforms and professional development resources.


• Opportunities for career growth and continuous skill development.


• Supportive workplace culture focused on collaboration, respect, and teamwork.


• Opportunity to participate in social initiatives and community-focused projects.


• Exposure to global customer operations and innovative service environments.


• Professional growth opportunities within a growing organization.