Onsite Client Services Leader — Ops & Client Success

SPS North America Inc.; Seattle, Northern (WA, KY); Hybrid; USD 39,000 - 44,000; Full time

Benefits offered by this job

Career growth

Learning & development

Bonus referral programs

Medical benefits

401k matching

Job summary

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

You will serve as a primary day-to-day client contact, partner with the Client Service Manager, coach onsite staff, manage budgets, KPIs, SLAs, and drive continuous improvements while maintaining SPS policies and strong client relationships.

Qualifications

• High School Diploma or equivalent required.
• Bachelor's Degree or higher preferred.
• Minimum of 3+ years of experience in relationship management, customer service, or operational management.
• Previous supervisory or management experience overseeing approximately 5–10 employees.

Responsibilities

• 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.
• 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.

Skills

Relationship management

Customer service

Operational management

Supervisory experience

Executive-level client liaison

Education

High School Diploma or equivalent

Bachelor's Degree or higher preferred

Job description

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

You will serve as a primary day-to-day client contact, partner with the Client Service Manager, coach onsite staff, manage budgets, KPIs, SLAs, and drive continuous improvements while maintaining SPS policies and strong client relationships.