[Hiring] Client Success Team Supervisor @American Consumer Credit Counseling

Role Description

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.

• 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 call monitoring and quality reviews to uphold service standards.
• Facilitate onboarding for new hires and coordinate ongoing training and development for team members.
• Support the Operations Manager in conducting performance evaluations, coaching sessions, and quarterly reviews.
• Participate in interviewing, hiring, and employee development initiatives.
• Test and provide feedback on new or updated internal systems and software releases.
• Collaborate with leadership and peers to improve operational workflows and enhance the client experience.
• Process payroll and manage time-off requests, ensuring accurate and timely submission.
• Foster a team-oriented environment that promotes accountability, morale, and continuous improvement.
• Collaborate with the team to suggest and test enhancements to DMP-related tools, workflows, and procedures.
• Serve as acting department leader in the absence of the Operations Manager.
• Obtain the PFE Debt Management Professional Certification within six months of hire.
• Perform additional duties as needed or assigned.

Qualifications

• Education: Associate degree or equivalent work experience required.
• Minimum of 3 years of customer service experience, preferably in financial services or a call center environment.
• At least 1 year in a supervisory or team leadership role.
• Certifications: PFE Debt Management Professional Certification (required within six months of hire).

Requirements

• Strong leadership, coaching, and team development skills.
• Excellent verbal and written communication abilities.
• Conflict resolution and critical thinking capabilities.
• Effective time management and organizational proficiency.
• Proficiency in Microsoft Office and client management systems.
• Ability to analyze performance data and identify actionable trends.
• Talent for fostering team culture, motivation, and accountability.

Benefits

• Comprehensive health insurance including medical, dental, and vision coverage.
• Medical and dependent Flexible Spending Account (FSA).
• Short-Term and Long-Term Disability; Life Insurance.
• 401(k) retirement plan with company matching.
• Paid time off and paid holidays.
• Remote work flexibility.
• Professional development and training opportunities.
• Supportive team environment and mission-driven culture.