Concierge Client Service Lead

Kestra PWS; Tempe (AZ); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k)

Competitive benefits

Job summary

Kestra Holdings is seeking a Client Service Supervisor - Concierge to lead a team of Concierge Associates and ensure exceptional experience for advisors and clients. You’ll oversee daily operations, coach staff, and drive service consistency with accuracy and empathy.

You’ll partner with Operations, Compliance, Technology, and Sales to remove roadblocks, analyze workflow, and improve end-to-end processes. Strong communication and leadership are essential.

Qualifications

• 4+ years of experience in financial services, client service, or operations.
• 1+ year in a leadership or supervisory role.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Excellent interpersonal communication skills and the ability to coach others through escalations.

Responsibilities

• Oversee Concierge Associates and coach to ensure high performance and service consistency.
• Monitor, analyze, and report daily workload, call volumes, and service-level metrics.
• Escalation point for complex, urgent, or sensitive client matters with ownership through resolution.
• Partner with Operations, Compliance, Technology, and Sales to remove roadblocks and improve end-to-end processes.
• Analyze trends in service activity to identify opportunities for training and efficiency improvements.
• Lead team meetings and contribute to department meetings to align on priorities and standards.

Skills

Leadership

Customer service

Communication

Time management

Analytical thinking

Team coaching

Problem solving

Education

High school diploma

College degree preferred

Tools

Salesforce

Job description

Kestra Holdings is seeking a Client Service Supervisor - Concierge to lead a team of Concierge Associates and ensure exceptional experience for advisors and clients. You’ll oversee daily operations, coach staff, and drive service consistency with accuracy and empathy.

You’ll partner with Operations, Compliance, Technology, and Sales to remove roadblocks, analyze workflow, and improve end-to-end processes. Strong communication and leadership are essential.