Remote Client Success Team Lead

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

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.