Client Success Team Supervisor

American Consumer Credit Counseling, Inc.; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

FSA

Disability insurance

401(k) matching

Paid time off

Remote work

Training opportunities

Team culture

Job summary

American Consumer Credit Counseling, Inc. seeks a Client Success Team Supervisor to lead a team of Client Success Managers supporting clients in the Debt Management Program (DMP).

You will oversee daily operations, coach staff, monitor metrics, and drive process improvements to ensure high-quality service, client retention, and operational efficiency. Remote-friendly role with opportunities for professional development.

Qualifications

• Associate degree or equivalent work experience required.
• Minimum of 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.
• Strong leadership, coaching, and team development skills; excellent verbal and written communication.

Responsibilities

• Supervise daily operations of the Client Success Management Team to ensure accuracy and efficiency.
• Mentor Client Success Managers with regular performance feedback.
• Resolve escalated client issues with professionalism and empathy.
• Monitor metrics like call abandon rates, turnaround time, and client satisfaction trends.
• Assign and track team projects to align with goals and SOPs.
• Contribute to SOP development and best practices.
• Conduct call monitoring and quality reviews to uphold standards.
• Oversee onboarding for new hires and ongoing training for the team.
• Support the Operations Manager with performance evaluations and coaching sessions.
• Participate in interviewing and staff development initiatives.
• Test and provide feedback on new or updated internal systems and software.
• Collaborate with leadership to improve workflows and client experience.
• Process payroll and manage time-off requests with accuracy.

Skills

Leadership

Coaching

Communication

Data analysis

Conflict resolution

Time management

Education

Associate degree or equivalent

Tools

Microsoft Office

Client management systems

Job 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.

Primary Duties and Responsibilities

• 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.

This job description does not limit management’s ability to assign or adjust duties and responsibilities at any time.

• Education: Associate degree or equivalent work experience required.
• Experience:
  • 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).
• Skills & Abilities:
  • 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

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Nothing in this job description is intended to create a contractual obligation or to modify an employee’s employment at will status.

The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential job functions.

ACCC is an equal opportunity employer and is committed to creating an inclusive and diverse workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, or any other protected characteristic as defined by applicable law. We believe in fostering a workplace where everyone feels valued, respected, and empowered to succeed.

If you need assistance or accommodation during the application process due to a disability, please contact [e-mail].

• 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