Remote Client Success Team Leader

American Consumer Credit Counseling; United States; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Comprehensive health insurance

MSA/FSA benefits

Disability and life insurance

401(k) with company matching

Paid time off and holidays

Remote work flexibility

Professional development opportunities

Supportive team culture

Job summary

American Consumer Credit Counseling is seeking a Client Success Team Supervisor to lead the Client Success Management Team overseeing the Debt Management Program. You will coach staff, drive process improvements, and ensure high-quality client service while collaborating with leadership to enhance operations and retention.

The role requires leadership experience in customer service, a related degree, and a commitment to professional certification within six months of hire.

Qualifications

• 3+ years of customer service experience, preferably in financial services or call center.
• At least 1 year in a supervisory or team leadership role.
• PFE Debt Management Professional Certification required within six months of hire.

Responsibilities

• Supervise daily operations of the Client Success Management Team, ensuring accuracy and efficiency.
• Mentor and develop Client Success Managers, providing regular feedback.
• Address escalated client issues with professionalism and empathy.
• Monitor metrics such as call abandon rates, turnaround times, and client satisfaction trends.
• Assign and track team projects, ensuring ownership and alignment with goals.
• Develop and maintain SOPs and best practices.
• Conduct call monitoring and quality reviews to uphold standards.
• Onboard new hires and coordinate ongoing training.

Skills

Leadership

Coaching

Customer service

Data analysis

Communication

Time management

MS Office

Client management

Training

Education

Associate degree

PFE Debt Management Certification

Tools

Microsoft Office

Client management systems

Job description

American Consumer Credit Counseling is seeking a Client Success Team Supervisor to lead the Client Success Management Team overseeing the Debt Management Program. You will coach staff, drive process improvements, and ensure high-quality client service while collaborating with leadership to enhance operations and retention.

The role requires leadership experience in customer service, a related degree, and a commitment to professional certification within six months of hire.