On-Site Client Success Lead

SPS North America; Austin (TX); On-site; USD 35,817 - 42,705; Full time

Benefits offered by this job

Career Growth

Learning & Development

We Recognize Talent

Paid Time Off

Bonuses

Benefit Offerings

Job summary

SPS North America is seeking a Customer Service Supervisor (CSS) to sit on-site with our client and oversee multiple sites. You will manage daily service delivery, staff, and client satisfaction while upholding SPS policies.

The role reports to the Client Service Manager or equivalent leadership, requiring excellent English and strong interpersonal skills to coach and develop the operations team. Local travel is up to 25%.

Qualifications

• Strong customer service expertise with a professional demeanor.
• Excellent written and oral communication in English.
• Ability to maintain confidentiality and handle sensitive information.
• Proven ability to manage staff and meet client KPIs/SLAs.

Responsibilities

• Oversee daily service delivery across multiple sites.
• Manage staff, schedules, payroll, billing and AR as needed.
• Ensure safety and maintain site P&L at proforma levels or above.
• Coach, develop, and cross-train operations staff.
• Maintain CSI and ESI scores and report monthly KPIs/SLAs.
• Coordinate vendor relations and special projects as required.
• Ensure adherence to SPS policies and procedures.

Skills

Customer service

Communication

Organization

Confidentiality

People management

Education

High School Diploma

Bachelor’s Degree or higher

Job description

SPS North America is seeking a Customer Service Supervisor (CSS) to sit on-site with our client and oversee multiple sites. You will manage daily service delivery, staff, and client satisfaction while upholding SPS policies.

The role reports to the Client Service Manager or equivalent leadership, requiring excellent English and strong interpersonal skills to coach and develop the operations team. Local travel is up to 25%.