Client Support Supervisor

About the Role

As a Client Support Supervisor, within Office Ally's Client Services Department, your key responsibility is to mentor, coach, and guide the Client Support team in providing superior customer support to our clients. You will lead a group of specialists in handling inbound and outbound calls, emails, and chats, to ensure that Office Ally's customers receive a seamless and satisfactory experience with our products and services. To excel in this position, you must possess a thorough understanding of Office Ally products, demonstrate advanced problem-solving abilities, exhibit outstanding communication skills, and maintain a customer-centric approach at all times.

What You’ll Do

• Supervise, coach, mentor, and develop a team of Client Support Specialists to achieve departmental and organizational goals.
• Conduct regular one-on-one coaching sessions focused on performance, career development, engagement, and continuous improvement.
• Monitor team performance against established Key Performance Indicators (KPIs), including service level, quality, productivity, customer satisfaction, adherence, attendance, first contact resolution, and other operational metrics.
• Review quality evaluations, customer interactions, and performance trends to identify coaching opportunities and develop action plans.
• Conduct performance evaluations, provide ongoing feedback, recognize achievements, and address performance concerns through documented coaching and corrective action when necessary.
• Manage employee attendance, scheduling, timecard approvals, paid time off requests, and workforce adherence in partnership with Workforce Management.
• Ensure appropriate staffing coverage by monitoring real-time queues and making operational decisions to meet service level objectives.
• Lead daily team huddles, department meetings, and communication sessions to ensure alignment with organizational priorities.
• Monitor inbound and outbound client interactions across phone, email, chat, and other support channels to ensure exceptional customer experiences.
• Serve as the primary escalation point for complex customer issues, ensuring timely resolution while maintaining a high level of professionalism and customer satisfaction.
• Collaborate with Business Process, Product Management, Development, Training, Quality Assurance, Workforce Management, and other departments to resolve issues and improve customer experiences.
• Identify process improvement opportunities and recommend workflow enhancements that improve efficiency, quality, and customer satisfaction.
• Support organizational initiatives, system implementations, product launches, and operational changes by effectively communicating expectations and leading change within the team.
• Assist in diagnosing and resolving client issues efficiently while minimizing operational disruption.
• Develop and maintain advanced knowledge of Office Ally products, services, policies, and industry best practices.
• Maintain accurate documentation of customer interactions and employee performance within Salesforce and other business systems.
• Educate team members on new products, processes, policies, and procedures while ensuring training completion and knowledge retention.
• Review reporting and analytics to identify operational trends, customer pain points, and opportunities for continuous improvement.
• Ensure compliance with company policies, security standards, HIPAA requirements, and departmental procedures.
• Participate in recruiting activities including interviewing, hiring recommendations, onboarding, and training new employees.
• Assist in phone, email, chat, and other support queues during periods of high volume or business need.
• Foster a positive, collaborative, and accountable team culture that promotes employee engagement and professional growth.
• Adhere to assigned leadership development, training, and certification requirements.
• Maintain punctual, regular, and predictable attendance.
• Lead and develop the customer support team
  • Interview candidates and assist with hiring recommendations.
  • Onboard and train new employees.
  • Plan, assign, and direct daily work activities.
  • Monitor productivity, quality, and customer service performance.
  • Coach, mentor, and develop employees.
  • Conduct performance evaluations.
  • Recognize and reward performance.
  • Address employee concerns and resolve conflicts.
  • Administer corrective action and performance improvement plans when appropriate.
  • Manage attendance, scheduling, and time-off requests.
  • Support employee engagement and retention initiatives.
  • Ensure compliance with company policies and procedures.
  • Lead change management initiatives and communicate organizational updates.
  • Build succession plans and identify future leaders within the department.

What You’ll Need

• High School Diploma or GED.
• 3+ years of contact center or customer service leadership experience, with demonstrated success leading high-performing teams.
• Fluent English proficiency, including reading, writing, and verbal communication.
• Ability to effectively communicate and present information in one-on-one and small group settings.
• Basic computer skills, including email, document creation, database entry, presentations, downloading forms, and data backup.
• Ability to work across multiple software programs and systems using a multiple-monitor setup.

Nice to Have

• Bachelor's degree in Business Administration, Management, Communications, or a related field.
• Experience supervising phone, email, chat, and omnichannel customer support operations.
• Experience with CRM platforms, preferably Salesforce.
• Experience with workforce management systems, quality monitoring tools, and contact center technologies.