Client Success Supervisor

🌟 Lead, Coach, Inspire – We’re Hiring a Client Success Supervisor! 🎧🙌

Do you have a passion for helping people grow, a knack for solving problems, and the energy to lead with heart and hustle? We’re looking for a Client Success Supervisor to guide, mentor, and motivate a team of 15–20 rockstar agents who are on the front lines delivering exceptional service to our clients.

In this role, you won’t just oversee metrics—you’ll shape careers, celebrate wins, and jump in when the going gets tough. From real-time coaching and role-playing sessions to handling escalations and driving compliance, you'll be the calm in the chaos and the hype when the team needs a boost.

🎯 You love developing people
📊 You know how to turn KPIs into coaching moments
👏 You believe in celebrating progress, not just perfection
🧩 You see challenges as chances to grow

If you’re ready to create a culture of excellence, empathy, and results—we’re ready to welcome you to the team!

Schedule: 8-hour shift, Monday to Friday, 9AM - 6PM

Location: Fully In-Office (Irvine, CA)

Starting Pay:  $25 per hour

ABOUT THE COMPANY: Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 500 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth and promotions. We are currently investing heavily in marketing and technology to ensure continued growth.  

OUR HOME: Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County’s booming business and finance district. Our state of the art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped work stations, and a free fitness center. We offer catered lunches, on-site food trucks, in-office games, paid parking, quarterly parties & events, volunteer events, and much more! 

OUR CULTURE: Why do our employees love working here? 

• Pay incentives including Commissions & Bonuses 

• Company-branded clothing and accessories 

• Consistent employee recognition and appreciation  

• Company-sponsored events and volunteer opportunities 

WHAT YOU'LL DO:
The Client Success Supervisor serves as a mentor and coach for Client Success Agents, fostering an environment of support, learning, and growth. This role focuses on providing guidance, encouragement, and training to ensure associates develop the skills needed to deliver exceptional client experiences. The Supervisor collaborates with team members to navigate challenges, enhance client experience, and build confidence in resolving client concerns effectively. 

• Oversee a team of 15-20 Client Success Agents, providing guidance and support to ensure high performance and professional development. 
• Act as a mentor by providing real-time coaching, constructive feedback, and encouragement to help team members refine their client engagement skills. 
• Conduct ongoing skill development sessions, role-playing exercises, and knowledge-sharing activities to enhance agent performance. 
• Encourage team members to consistently follow policies and procedures by providing guidance, setting clear expectations, and reinforcing best practices to ensure compliance and operational excellence. 
• Guide team members in understanding and leveraging key performance metrics—such as calls taken, abandoned, waiting times, and call quality—to continuously improve their efficiency, effectiveness, and customer interactions. 
• Provide immediate assistance when team members need help handling complex client situations, ensuring a smooth resolution while using each interaction as a learning opportunity. 
• Foster a positive and collaborative team culture by recognizing achievements, celebrating successes, and encouraging professional growth. 
• Assist agents in understanding and effectively communicating program details to clients, reinforcing transparency and trust in every interaction. 
• Facilitate team meetings and training sessions to discuss best practices, share insights, and address any challenges agents may face. 
• Encourage open communication and create a safe space where agents feel comfortable seeking guidance and support. 
• Ensure compliance with company policies and industry regulations by providing coaching on adherence to guidelines while maintaining excellent customer service. 
• Hold conversations with employees regarding attendance expectations, including issuing verbal warnings when necessary, to promote punctuality and reliability. 
• Address client escalations promptly and effectively, collaborating with relevant departments to resolve issues and maintain client satisfaction. 
• Address and resolve inter-departmental concerns promptly and efficiently to ensure seamless operations and client satisfaction. 
• Collaborate with the Client Success Manager to relay observations regarding training needs, process improvements, and any behavioral or performance concerns that require additional management support. 
• Participate in team training, development workshops, and departmental meetings to stay informed and continuously improve coaching techniques. 
• Perform other duties as assigned to support the success and development of the Client Success team. 
• Monitor and respond to Supervisor Queue escalations in real-time using Genesys tools (e.g., whisper, barge). 
• Manage live Client Chat coverage, ensuring timely, accurate, and professional responses. 
• Monitor daily attendance and adherence dashboards to ensure policy compliance. 
• Review and maintain accurate attendance records, approve timecards, and work with Workforce Management to update attendance points promptly. 
• Track attendance-related bonus eligibility and submit bonus calculations as required. 
• Audit call summaries, chat transcripts, and system notes for compliance, professionalism, and accuracy. 
• Provide targeted coaching and documentation when issues are identified. 
• Assist in the handling of legal-tagged files, declined legal services, and Legal Plan Liaison follow-up. 
• Support resolution of sensitive accounts, including frozen funds, judgments, and client complaints. 
• Ensure agents properly complete and document Settlement Authorizations, PMODs, and Account Reviews. 
• Monitor completion of follow-up tasks and reinforce policy adherence. 
• Partner with Workforce on agent availability and intra-day adjustments to support call flow. 
• Communicate performance and QA trends to Training and Quality teams for ongoing development. 

• High school diploma or GED required. 
• Previous experience in a coaching, mentoring, or leadership role within a customer service or call center environment. 
• Experience in debt settlement or a related industry is a plus. 
• Strong coaching and mentoring skills with the ability to inspire and guide associates toward success. 
• A patient, empathetic, and encouraging approach to training and mentoring. 
• Exceptional customer service and communication skills, with an emphasis on de-escalation and problem resolution. 
• Strong listening and interpersonal skills to effectively connect with team members and clients. 
• Ability to communicate clearly and professionally both verbally and in writing, while utilizing specialized skills of tact and persuasion. 
• Ability to create a positive and supportive work environment that fosters growth and development. 

• Health, dental, and vision benefits available after 30 days of employment 
• Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more! 
• 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days
• Paid holidays
• 401(k) that can be elected from day 1 of employment! 
• The opportunity to work alongside an incredible group of people who are all driven to help others

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This position must pass a post-offer pre-employment criminal background check.