Client Service Supervisor

Client Service Supervisor 

📍 Santa Clara, California, United States
On-site

The Client Service Supervisor (CSS) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Client Service Manager. While overseeing the staff onsite for all supervisory functions required. 

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service. 

Reports To: The Client Service Supervisor will report to the Client Service Manager, Client Manager, Client Director, or equivalent leadership. 

Duties and Responsibilities: 

• Lead day-to-day service delivery and client request management.
• Ensure KPI/SLA compliance and meet all client and SPS deadlines.
• Manage site operations, staffing, schedules, resources, and vendor partnerships.
• Oversee financial performance, budgeting, P&L, profitability, and account growth.
• Maintain high levels of client and employee satisfaction (CSI/ESI).Coach, develop, evaluate, and retain team members to drive performance.
• Ensure compliance with SPS policies, safety, security, and regulatory standards.
• Resolve operational issues, incidents, and escalations in a timely manner.
• Drive process improvements, operational excellence, and special projects.
• Maintain strong communication with clients, leadership, and cross-functional teams.

Competencies: 

• Results-driven and client-focused.
• High integrity with strong business ethics.
• Excellent communication, presentation, and interpersonal skills.
• Exceptional customer service with a professional demeanor.
• Strong organizational skills and attention to detail.
• Ability to maintain confidentiality and handle sensitive matters.
• Patient, tactful, and skilled in managing difficult situations.
• Effective listener and clear communicator.
• Professional, personable, and knowledgeable in client-facing environments.
• Adaptable and able to manage multiple priorities simultaneously.

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required. Bachelor’s Degree or higher preferred. 
• Minimum of 3+ years of experience in high level relationship building and operational management. 
• Previous management/ supervisor experience overseeing 5-10 employees. 
• Ability to build business relationships and interact effectively with “C” level executives. 
• Solid understanding of selling skills. 
• Exceptional computer skills. 
• Industry related experience a plus. 
• Driven by client satisfaction, with proven track record of diplomacy and ownership. 
• Strong integrity, solid business ethics.