Client Experience Supervisor

Jobtailor; South Dakota; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a Leader to head the Client Experience team in the United States. This role focuses on coaching, guiding, and supporting employees to deliver exceptional client service.

You will manage workloads, drive improvements, and coordinate with cross-functional teams to resolve escalations and advance client satisfaction. The ideal candidate has 5–7 years in client experience or related roles, plus 2+ years in people leadership, outstanding communication, and the ability to manage

Qualifications

• Associate’s degree preferred or related field.
• 5-7 years of directly related work experience.
• 2+ years of people leader experience.
• Exceptional communication skills, both oral and written.

Responsibilities

• Lead the Client Experience team with coaching, guidance and positive communication.
• Ensure daily workloads are completed and department standards met.
• Identify missed opportunities through in-depth research and resolve escalated client issues.
• Implement departmental initiatives and represent the team to internal and external stakeholders.
• Develop and coach employees to think creatively and perform at their best.
• Interview, hire, coach, evaluate and discipline team members per HR guidelines.
• Conduct one-on-one meetings to inform of changes and new procedures.
• Provide feedback and coaching to improve client servicing performance.
• Coordinate cross-functional teams to resolve escalations and issues.
• Lead client servicing calls and support scheduled calls.
• Prepare communications to clients and stakeholders with follow-up and remediation.

Skills

Communication

Leadership

Coaching

Problem solving

Change management

Time management

Cross-functional collaboration

Education

Associate’s degree

Job description

• Lead the Client Experience team by providing coaching, guidance, and support through positive communication to employees
• Ensure daily required workloads are completed and department standards are met
• Conduct in-depth research to identify any missed opportunities and provide service and issue resolution to escalated clients
• Implement departmental initiatives and represent the team to internal and external personnel
• Develop, empower, and coach employees to think creatively, work independently and perform to their maximum potential
• Interview, hire, coach, evaluate, discipline, and terminate employees according to Human Resources guidelines
• Organize and conduct one on one meetings to inform employees about changes, new procedures, or problems
• Assess employee performance in client servicing and provide ongoing constructive feedback and coaching for improvement
• Manage the resolution of escalated issues through the coordination and collaboration of cross-functional teams
• Lead client servicing calls and/or provide support during scheduled calls
• Prepare and distribute communication to client and stakeholders; ensure follow up and remediation is completed

Requirements

• Associate’s degree in a related field preferred
• 5-7 years of directly related work experience required
• 2+ years of people leader experience required
• Exceptional communication skills; use of clear, concise, and effective oral and written communication
• Ability to speak and present in small or large groups
• Ability to work professionally with other department leads and upper management
• Be motivated to set goals for self-improvement and to drive team to success
• Ability to build and maintain strong professional relationships with employees, internal teams and clients
• Ability to handle confidential information in a responsible manner and lead difficult conversations
• Accept and adapt to change; lead team through positive change management
• Ability to work independently and take ownership of client and field relationships
• Ability to identify, analyze, and resolve problems with urgency
• Ability to prioritize high level escalations and work with various teams to resolve
• Effectively manage time and maintain availability to team
• Ability to adapt to change in processes or daily routine quickly
• Ability to assign and monitor multiple workloads and complete deadlines
• Be creative, present new ideas for efficiencies and better workflow processes

Core Competencies

Demonstrates strong leadership in client experience management, with a focus on coaching, communication, and performance assessment. Capable of driving team success through effective problem resolution and change management.

Highest-signal resume keywords

• Client Experience Leadership
• Coaching And Development
• Effective Communication
• Problem Resolution
• Change Management

ATS Optimization Keywords

Hard Skills

• Performance Assessment
• Workload Management
• Research And Analysis
• Conflict Resolution
• Goal Setting

Soft Skills

• Interpersonal Skills
• Team Building
• Adaptability
• Creativity
• Motivation

Certifications & Qualifications

• Associate’s Degree

Industry Keywords

• Client Servicing
• Employee Coaching
• Cross-Functional Collaboration
• Confidential Information Management
• Stakeholder Communication