Client Service Supervisor

SPS North America • Santa Clara, CA

12d • $33 - $35 • Onsite

About The Position

The Client Service Supervisor (CSS) works on-site with a client and oversees multiple sites or projects. The role is responsible for daily service delivery, employee management, customer satisfaction, and adherence to SPS policies. The CSS is the primary daily client contact in coordination with the Client Service Manager and oversees on-site staff and supervisory functions. The position is expected to provide high-quality service to clients and SPS employees while maintaining a professional company image through prompt, courteous, and efficient service.

The role reports to the Client Service Manager, Client Manager, Client Director, or equivalent leadership. Some local travel is required, approximately up to 25%. The position has an expected pay range of $33–$35 USD; final compensation depends on skills, experience, location, and other job-related factors. This posting is for an existing vacancy.

Requirements

• High school diploma or equivalent required.
• At least 3 years of experience in high-level relationship building and operational management.
• Previous management or 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.
• Proven track record of diplomacy and ownership, with a focus on client satisfaction.
• Strong integrity and business ethics.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Maintain a professional appearance and attitude and adhere to policies and procedures.
• Ability to grasp, lift, carry, or otherwise move packages on a standard wheeled cart with a 60-pound load capacity.
• Ability to walk, bend, kneel, stand, and/or sit for extended periods.
• Manual dexterity to operate office machinery, including phones, copy machines, and binding equipment.
• Ability to talk on the phone and input data simultaneously.
• Ability to lift or move 40 pounds or greater frequently.
• Vision abilities include close and distance vision, focus adjustment, and potentially distinguishing differences in colors, shades, and brightness.
• Some local travel is required, approximately up to 25%.

Nice To Haves

• Bachelor’s degree or higher preferred.
• Industry-related experience is a plus.

Responsibilities

• Lead day-to-day service delivery and manage client requests.
• Ensure KPI/SLA compliance and meet 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.
• Oversee multiple sites or projects and perform required supervisory functions.
• Maintain a professional appearance and attitude and adhere to required policies and procedures.

Benefits

• Career growth opportunities and opportunities to learn new skills.
• Learning and development opportunities.
• Employee recognition programs.
• Paid time off: full-time employees receive a minimum of 80 hours per calendar year; part-time and temporary employees receive a minimum of 1 hour for every 30 hours worked. Amounts may increase based on tenure and/or account.
• Employee and client referral bonuses are available to current employees.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Health care flexible spending account (HCFSA).
• Dependent care flexible spending account (DCFSA).
• Health savings account (HSA).
• Commuter transit and parking pre-tax plans.
• Supplemental life insurance.
• Accident insurance.
• Critical illness insurance.
• Hospital indemnity insurance.
• Legal program.
• Identity theft protection.
• Pet discounts and pet insurance.
• Group home and auto insurance.
• Employee assistance program (EAP).
• Short-term disability insurance.
• Life insurance.
• Education discounts.
• 401(k) with matching.
• Entertainment discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED