Concierge Supervisor

Kestra Holdings; Tempe, Northern (AZ, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Kestra Holdings seeks a Client Service Supervisor in Concierge to lead daily operations, coach associates, and ensure exceptional advisor and client experiences. You will balance hands-on problem-solving with people leadership while driving process improvements and service excellence.

You'll partner with Operations, Compliance, Technology, and Sales to remove roadblocks, analyze trends, and align staffing with demand, while maintaining compliance and promoting a strong team culture.

Qualifications

• High school diploma required; college degree preferred.
• Experience in financial services, client service, or operations is expected.
• Proven ability to lead teams with accountability, empathy, and results.
• Strong organizational and time-management skills with ability to manage priorities.
• Excellent interpersonal communication; capable of guiding others through escalations.
• Familiarity with CRM systems (Salesforce) and advisor platforms is preferred.

Responsibilities

• Oversee a team of Concierge Associates, setting expectations and coaching to ensure high performance and service consistency.
• Monitor, analyze, and report workload, call and case volumes, and service level metrics to ensure timely resolutions.
• Act as escalation point for complex or sensitive client matters and drive resolution.
• Partner with cross-functional teams to remove roadblocks and improve end-to-end processes.
• Analyze trends to identify training, quality improvement, and operational efficiencies.
• Champion process improvements and sustainable solutions.
• Ensure staffing and resource alignment matches client demand and coverage.
• Lead team and department meetings to reinforce service standards and priorities.
• Support hiring, onboarding, and training of new team members.

Skills

Leadership

Coaching

Communication

Analytical skills

Time management

Client service

Education

High school diploma

College degree preferred

Tools

Salesforce

Advisor platforms

Custodial tools

Job description

Lead with Purpose. Partner with Impact.

The Client Service Supervisor in Concierge is a frontline leader responsible for overseeing daily operations, supporting a team of associates, and ensuring the delivery of exceptional experience for advisors and clients. This role balances hands-on problem-solving with people leadership and process improvement, ensuring that service commitments are consistently met with accuracy, empathy, and accountability.

You’ll serve as a subject matter expert, coach, and escalation point while driving service
consistency, operational efficiency, and team engagement. This is an ideal role for someone withdeep service experience, strong communication skills, and a proven ability to lead others throughchange and complexity.

What You’ll Do:

• Oversee a team of Concierge Associates, setting clear expectations, providing day-to-day
  direction, and coach to ensure high performance and service consistency
• Monitor, analyze, and report daily workload, call and case volumes, and service level metrics to ensure timely and accurate resolution of client request
  Supervisor, ConciergeKestra Financial, Inc is the parent company of Kestra Investment Services, LLC member FINRA/SIPC and Kestra Advisory Services, LLC
  Serve as the escalation point for complex, urgent, or sensitive client matters; take ownership through resolution Conduct
  regular one-on-one meetings and formal performance reviews to support
  development, provide feedback, and address performance concerns in alignment withcompany expectations
• Partner with cross-functional teams—including Operations, Compliance, Technology, and Sales—to remove roadblocks, share feedback, and improve end-to-end processes.
• Analyze trends in service activity to identify opportunities for training, quality improvement, and operational efficiencies
• Champion operational improvements and process enhancements
• Apply deep operational expertise to solve issues quickly, identify root causes, and implement
  sustainable solutions
• Ensure scheduling, staffing, and resource alignment matches client demand and coverage
• Lead team meetings and contribute to department meetings to reinforce service standards,
  share updates, and keep the team aligned on priorities
• Support hiring, onboarding, and training of new team members; serve as a culture carrier and role model.
• Maintain compliance with internal policies, procedures, and regulatory requirements, ensuring the team adheres to operational standards
• Regularly review and update standard operating procedures (SOPs) to reflect current practices, support training, and improve consistency across the team
• Contribute to strategic initiatives and represent the Concierge team in cross-functional projects as needed

What You Bring:

• 4+ years of experience in financial services, client service, or operations
• 1+ year in a leadership or supervisory role
• High school diploma required; college degree preferred Experience in advisor support or wealth management preferred
• Proven ability to lead teams in a client service or operations environment, with a focus on accountability, empathy, and results.
• Strong organizational and time management skills with the ability to manage both individual and team priorities.
• Excellent interpersonal communication skills: clear, composed, and able to inspire
  confidence and trust.
• Ability to navigate and resolve escalations with professionalism, while coaching others through similar scenarios.
• Strong analytical skills and attention to detail; comfortable interpreting metrics to assess performance and recommend improvements.
• High comfort level with CRM systems (Salesforce), advisor platforms, and custodial tools; able to guide others through complex workflows. Supervisor, Concierge

Licenses:

• SIE, Series 7 Required (or must be obtained within 6 months of hire)
• Series 24 preferred