Client Service Supervisor

Sps; Seattle (WA); On-site; USD 70,000 - 90,000; Full time

Job summary

SPS is seeking a Client Service Supervisor to oversee onsite service delivery, team performance, and client satisfaction across assigned sites in Seattle. This role partners with the Client Service Manager and SPS leadership to ensure services meet contractual requirements and client expectations.

As the primary day-to-day contact, you will guide staff, manage schedules, and uphold high standards of professionalism, safety, and compliance while driving operational excellence.

Qualifications

• Experience leading client service teams onsite.
• Strong written and verbal English communication.
• Ability to manage multiple priorities.
• Knowledge of OSHA and EEOC guidelines.
• Commitment to client satisfaction and service excellence.

Responsibilities

• Oversee daily service delivery and ensure client requests are tracked and completed.
• Communicate with clients and SPS leadership to maintain satisfaction.
• Meet KPIs and SLAs and support monthly client reviews.
• Coach and develop onsite staff and manage performance evaluations.
• Monitor site financials, payroll, billing, and accounts receivable.
• Coordinate vendor partners and manage special projects.
• Ensure adherence to SPS policies and confidentiality.

Skills

Client satisfaction

Communication skills

Leadership

Time management

Attention to detail

Confidentiality

Multitasking

Professionalism

Job description

Client Service Supervisor

Reports To: Client Service Manager, Client Manager, Client Director, or equivalent leadership

Job Overview

The Client Service Supervisor (CSS) is an onsite leadership role responsible for overseeing daily service delivery, employee performance, client satisfaction, and operational excellence across assigned sites or projects.

The CSS serves as a primary day-to-day client contact in partnership with the Client Service Manager and provides leadership and support to onsite staff. This role ensures services are delivered professionally, efficiently, and in accordance with SPS policies, procedures, contractual requirements, and client expectations.

Client & Service Management

• Oversee daily service delivery and ensure client requests are received, delegated, tracked, and completed successfully.

• Serve as a primary day-to-day contact for clients and maintain consistent communication with client and SPS leadership.

• Ensure all contractual requirements, deadlines, KPIs, and SLAs are consistently met or exceeded.

• Maintain a high level of client satisfaction and participate in monthly and quarterly client business reviews.

• Conduct regular site walkthroughs to monitor service quality and team performance.

• Troubleshoot and resolve client, site management, and employee concerns.

• Document and immediately report personnel, security, data breach, or other significant incidents to the appropriate SPS leadership.

• Proactively apply the SPS Governance Model to support client satisfaction and operational consistency.

Operations & Team Leadership

• Manage daily operations, including people, equipment, software, supplies, and facilities.

• Coordinate staff schedules to maintain appropriate coverage for PTO, absences, and emergencies.

• Maintain a safe and professional working environment.

• Establish and communicate individual responsibilities, daily goals, operational expectations, service improvements, and customer expectations.

• Coach, develop, cross-train, and support employees in their professional growth.

• Provide ongoing feedback, counseling, and performance management to improve employee engagement, retention, and promotability.

• Maintain appropriate employee documentation and complete performance evaluations as directed by SPS.

• Manage direct reports, including supervisory or managerial staff, as applicable.

• Serve as a resource for SPS policies and procedures and ensure consistent adherence.

• Assist with the development and delivery of training materials and formal training sessions.

Financial & Account Management

• Monitor site financial performance, including labor hours, gross margin, profitability, and account growth.

• Maintain site P&L performance at proforma levels or above.

• Oversee monthly budget forecasts and financial reporting.

• Ensure payroll, billing, and accounts receivable deadlines are consistently met.

• Support year-over-year account growth and identify opportunities for operational improvement.

• Monitor and report monthly KPIs, SLAs, and other operational metrics.

Vendors & Special Projects

• Oversee equipment, supply, messenger, and other vendor partners to ensure compliance with SPS and client requirements.

• Coordinate and lead vendor partner negotiations as needed.

• Coordinate, implement, and oversee special projects.

• Drive operational improvements and support solution design.

• Standardize operational policies, procedures, reporting, and performance benchmarks.

• Support internal business development initiatives as directed.

Compliance & Risk Management

• Ensure strict adherence to all SPS policies and procedures.

• Maintain awareness of applicable workplace requirements, including OSHA and EEOC guidelines, and follow established processes for handling employee complaints.

• Immediately escalation personnel, security, safety, or data-related incidents.

• Maintain confidentiality of client, employee, and company information.

Competencies

• Results-oriented with a strong focus on client satisfaction.

• Strong integrity and business ethics.

• Excellent interpersonal, presentation, and communication skills.

• Strong written and verbal English communication skills.

• Professional attitude and appearance.

• Strong organizational and time-management skills.

• Excellent customer service and relationship-building skills.

• Strong attention to detail and ability to maintain confidentiality.

• Ability to manage multiple priorities and projects simultaneously.

• Ability to remain patient, tactful, and diplomatic when handling challenging situations.

• Ability to clearly communicate information and ideas to individuals at all levels of an organization.

• Ability to listen, understand, and respond effectively to verbal and written communication.

• Comfortable interacting with clients, employees, and senior-level executives.

Qualifications & Education Requirements

• <