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Client Success Team Supervisor (Remote, Oregon)
Lead the client success team serving Debt Management Program clients. Own service quality, retention, coaching, and operational performance for a mission-driven credit counseling organization.
विवरण
- Oversee daily operations for the Client Success Management Team
- Coach Client Success Managers through ongoing guidance, support, and performance feedback
- Handle escalated client concerns and service issues
- Track call abandonment, task turnaround, and client satisfaction trends
- Assign team projects and monitor their progress
- Create and maintain standard operating procedures and best practices
- Perform call monitoring and quality assurance reviews
- Lead onboarding and coordinate training and development activities
- Support performance evaluations, coaching meetings, and quarterly reviews
- Contribute to interviews, hiring, and employee development programs
- Test internal systems and software releases and provide feedback
- Refine operational workflows to improve the client experience
- Process payroll and administer time-off requests
- Promote accountability, team morale, and continuous improvement
- Recommend and test improvements to Debt Management Program tools, workflows, and procedures
- Act as department leader when the Operations Manager is unavailable
- Earn the PFE Debt Management Professional Certification within six months of hire
- Complete additional responsibilities as assigned
आवश्यकताएँ
- Associate degree or equivalent professional experience
- At least three years of customer service experience, preferably in financial services or a call center
- At least one year of supervisory or team leadership experience
- PFE Debt Management Professional Certification required within six months of hire
- Demonstrated ability to lead, coach, and develop teams
- Excellent verbal and written communication skills
- Strong conflict resolution and critical thinking abilities
- Effective time management and organizational skills
- Proficiency with Microsoft Office and client management systems
- Ability to interpret performance data and identify actionable trends
- Ability to build team motivation, accountability, and a positive culture
लाभ
- Comprehensive medical, dental, and vision insurance
- Medical and dependent Flexible Spending Accounts
- Short- and long-term disability and 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 with a mission-driven culture
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