Client support supervisors are responsible for managing all client support activities and for ensuring that their company's clients have an excellent customer service experience. They are in charge of supervising support personnel to make sure that all operational procedures are followed, as well as processing and providing solutions to escalate issues and manage day-to-day flows and support tasks. These supervisors communicate with support professionals, clients, and upper management executives on a regular basis.
Other functions performed by client support supervisors include coordinating with vendors on product and service delivery, managing budgets and expenses, writing reports based on their observations and results, and implementing client-retention efforts. Client support supervisors must respond to client inquiries in a professional and friendly manner, as well as actively participate in business meetings to suggest ways to make support processes more productive and efficient. In addition, client support supervisors also participate in training sessions related to client support.
A bachelor's degree in management or another relevant field is generally necessary for this job, as is previous client support experience. Industry and leadership certifications may be beneficial. Client support supervisors must have excellent interpersonal skills, be able to work effectively in a team setting, and be able to work on their own with minimal supervision. Additionally, they must be organized and pay excellent attention to detail.
Client Support Supervisor Tasks
Act as the liaison between business management and the client.
Develop the organization's customer service policy.
Provide support for the business development, client management, and service delivery departments.