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. 
• Strong team approach to account management. 
• Creative strategic thinking and performance. 
• Required to maintain an overall professional appearance and attitude. 
• Adhere to all policies and procedures required. 

Physical Demands: 

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Physically able to talk on the phone and input data simultaneously. 
• Ability to lift or move 40 lbs. or greater frequently. 
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness. 

Travel: Some local travel is required for this position. Approximately up to 25%. 

Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.