Remote Client Success Team Lead - Debt Management

American Consumer Credit Counseling; Polska; Hybrid; PLN 274.000 - 352.000; Vollzeit

Benefits dieser Stelle

Comprehensive health insurance withMed

Dental and vision coverage

Flexible spending account (FSA)

Short-Term and Long-Term Disability

401(k) with company matching

Paid time off and holidays

Remote work flexibility

Professional development

Supportive team culture

Zusammenfassung

American Consumer Credit Counseling is seeking a Client Success Team Supervisor to lead a team of Client Success Managers supporting clients in the Debt Management Program (DMP). The role focuses on daily operations, coaching, escalation handling, and driving process improvements to enhance client retention and satisfaction.

You will supervise, mentor, and evaluate staff; monitor performance metrics; participate in hiring and training; and collaborate with leadership to optimize workflows and

Qualifikationen

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

Aufgaben

• Supervise daily operations within the Client Success Management Team, ensuring tasks are completed accurately and efficiently.
• Mentor Client Success Managers, offering guidance and regular performance feedback.
• Address and resolve escalated client issues with professionalism and empathy.
• Monitor department metrics such as call abandon rates and client satisfaction trends.
• Assist with development and maintenance of SOPs and best practices.
• Onboard new hires and coordinate ongoing training for team members.

Kenntnisse

Leadership

Coaching

Team development

Communication

Conflict resolution

Time management

Microsoft Office

Client management systems

Data analysis

Ausbildung

Associate degree or equivalent work experience

Tools

Microsoft Office

Client management systems

Jobbeschreibung

American Consumer Credit Counseling is seeking a Client Success Team Supervisor to lead a team of Client Success Managers supporting clients in the Debt Management Program (DMP). The role focuses on daily operations, coaching, escalation handling, and driving process improvements to enhance client retention and satisfaction.

You will supervise, mentor, and evaluate staff; monitor performance metrics; participate in hiring and training; and collaborate with leadership to optimize workflows and