Client Service Supervisor

Reports To: Client Service Manager, Client Manager, Client Director, or equivalent leadership

Job Overview

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

The CSS serves as a primary day-to-day client contact in partnership with the Client Service Manager and provides leadership and support to onsite staff. This role ensures services are delivered professionally, efficiently, and in accordance with SPS policies, procedures, contractual requirements, and client expectations.

Duties and Responsibilities

Client & Service Management

• 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.

Operations & Team Leadership

• 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.

• Coach, develop, cross-train, and support employees in their professional growth.

• Provide ongoing feedback, counseling, and performance management to improve employee engagement, retention, and promotability.

• Maintain appropriate employee documentation and complete performance evaluations as directed by SPS.

• Manage direct reports, including supervisory or managerial staff, as applicable.

• Serve as a resource for SPS policies and procedures and ensure consistent adherence.

• Assist with the development and delivery of training materials and formal training sessions.

Financial & Account Management

• Monitor site financial performance, including labor hours, gross margin, profitability, and account growth.

• Maintain site P&L performance at proforma levels or above.

• Oversee monthly budget forecasts and financial reporting.

• Ensure payroll, billing, and accounts receivable deadlines are consistently met.

• Support year-over-year account growth and identify opportunities for operational improvement.

• Monitor and report monthly KPIs, SLAs, and other operational metrics.

Vendors & Special Projects

• Oversee equipment, supply, messenger, and other vendor partners to ensure compliance with SPS and client requirements.

• Coordinate and lead vendor partner negotiations as needed.

• Coordinate, implement, and oversee special projects.

• Drive operational improvements and support solution design.

• Standardize operational policies, procedures, reporting, and performance benchmarks.

• Support internal business development initiatives as directed.

Compliance & Risk Management

• Ensure strict adherence to all SPS policies and procedures.

• Maintain awareness of applicable workplace requirements, including OSHA and EEOC guidelines, and follow established processes for handling employee complaints.

• Immediately escalate personnel, security, safety, or data-related incidents.

• Maintain confidentiality of client, employee, and company information.

Competencies

• Results-oriented with a strong focus on client satisfaction.

• Strong integrity and business ethics.

• Excellent interpersonal, presentation, and communication skills.

• Strong written and verbal English communication skills.

• Professional attitude and appearance.

• Strong organizational and time-management skills.

• Excellent customer service and relationship-building skills.

• Strong attention to detail and ability to maintain confidentiality.

• Ability to manage multiple priorities and projects simultaneously.

• Ability to remain patient, tactful, and diplomatic when handling challenging situations.

• Ability to clearly communicate information and ideas to individuals at all levels of an organization.

• Ability to listen, understand, and respond effectively to verbal and written communication.

• Comfortable interacting with clients, employees, and senior-level executives.

Qualifications & Education Requirements

• 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.

• Demonstrated ability to build and maintain strong business relationships, including with senior and executive-level clients.

• Strong understanding of customer service and business development principles.

• Exceptional computer and administrative skills.

• Industry-related experience is a plus.

• Demonstrated ownership, diplomacy, and commitment to client satisfaction.

• Strong team-oriented approach to account management.

• Ability to think strategically, identify solutions, and drive performance.

• Ability to maintain a professional appearance and attitude.

• Commitment to following all applicable SPS policies and procedures.

Physical Demands

• Ability to grasp, lift, carry, and move packages using a standard wheeled cart with a load capacity of up to 60 lbs.

• Ability to frequently lift or move 40 lbs. or greater.

• Ability to walk, bend, kneel, stand, and/or sit for extended periods.

• Manual dexterity required to operate standard office equipment, including phones, copiers, and binding equipment.

• Ability to talk on the phone while simultaneously entering data.

• Vision abilities required include close and distance vision, ability to adjust focus, and ability to distinguish differences in colors, shades, and brightness..