About the Opportunity The Client Success Team Supervisor leads a team of Client Success Managers who support clients enrolled in debt management programs. Operating in a full-time remote capacity based in Oregon, this role ensures daily operations run smoothly, team performance remains strong, and clients receive consistent, high-quality service. The Supervisor acts as a key point of escalation, mentors and coaches team members, drives process improvements, and supports organizational goals regarding client retention, satisfaction, and operational efficiency.

Key Responsibilities

Supervise daily operations within the client success management team, ensuring tasks are completed accurately and efficiently. Serve as a resource and mentor to team members, providing ongoing guidance, support, and regular performance feedback. Address and resolve escalated client issues with professionalism, empathy, and sound judgment. Monitor key department metrics, including call abandon rates, task turnaround times, and client satisfaction trends. Assign and track team projects, ensuring ownership, alignment with objectives, and consistent follow-through. Assist with the development and maintenance of standard operating procedures and best practices. Conduct regular call monitoring and quality reviews to maintain established service standards. Facilitate onboarding for new hires and coordinate ongoing training and professional development. Support the Operations Manager in conducting performance evaluations, coaching sessions, and quarterly reviews. Participate in interviewing, hiring, and employee development initiatives. Test and provide constructive feedback on new or updated internal systems and software releases. Collaborate with leadership and peers to optimize operational workflows and enhance client experience. Process payroll and manage time-off requests, ensuring accurate and timely submission. Foster a team-oriented environment centered on accountability, morale, and continuous improvement. Propose and test workflow, tooling, and procedural enhancements for debt management services. Serve as acting department leader during the absence of the Operations Manager. Obtain the PFE Debt Management Professional Certification within six months of hire. Perform additional duties as assigned.

Required Qualifications

Associate degree or equivalent work experience. Minimum of 3 years of customer service experience. At least 1 year in a supervisory or team leadership role. Ability to obtain the PFE Debt Management Professional Certification within six months of hire. Strong leadership, coaching, and team development capabilities. Excellent verbal and written communication skills. Proven conflict resolution, problem-solving, and critical thinking abilities. Effective time management and organizational proficiency. Proficiency in Microsoft Office and client management systems. Ability to analyze operational performance data and identify actionable trends. Demonstrated ability to foster team culture, motivation, and accountability.

Preferred Qualifications

Experience in a financial services or call center environment.

Benefits

Comprehensive health coverage, including medical, dental, and vision insurance. Healthcare and dependent care Flexible Spending Accounts (FSA). Short-term disability, long-term disability, and life insurance. 401(k) retirement plan with organization matching. Paid time off and paid holidays. Professional development and training opportunities. Work Details and Legal Notices Role Location: Remote, Oregon, United States Employment Type: Full time Employment is at will, and management retains the right to assign or adjust duties and responsibilities at any time. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. The organization is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, or any other protected characteristic defined by applicable law.