Client Services Operations Supervisor
About The Position
The Client Services Operations Supervisor plays a critical role in supporting the daily operations of our Customer Service team. This position serves as a senior point of contact between frontline team members, supervisors, and management. The ideal candidate is organized, dependable, and confident in handling both people and processes—keeping the team running smoothly while delivering excellent service to our clients. Your leadership and expertise will be key in fostering a positive, productive work environment and achieving our customer service objectives. Rocky Mountain Reserve provides employee benefits to other companies as a service. The benefits we provide to our clients are FSA, HSA, and COBRA administration. Our mission is to enable employees to save money for needed healthcare costs through these benefits. Providing outstanding customer service is paramount to that mission. We strive to make the world of health benefits easier to understand and simpler to navigate. At Rocky Mountain Reserve our customer service team is the backbone of our company! You will play an integral role in the success and growth of our company and the reputation we have with our clients. Our Client Services Team is responsible for assisting participants via inbound calls, emails, and chats. We pride ourselves on our team's professionalism and dedication to excellence. As we continue to grow, we are looking for a dynamic and experienced Customer Service Manager to join our team and contribute to our mission of delivering exceptional customer service.
Requirements
- Previous experience in customer service, team leadership, or operations support
- Strong organizational and time-management skills
- Ability to handle sensitive situations and escalated calls calmly and effectively
- Excellent communication skills, both written and verbal
- Comfortable balancing administrative responsibilities with people leadership
- Reliable, proactive, and solution-oriented
Responsibilities
- Act as a lead resource for the Customer Service team and supervisors, providing guidance and support as needed
- Manage team scheduling, time-off coordination, and coverage to ensure appropriate staffing levels
- Handle escalated customer inquiries and complex issues with professionalism and care
- Assist with onboarding and training support for new team members
- Support office operations and maintenance needs, ensuring a productive and organized work environment
- Monitor workflows and help identify opportunities for process improvements
- Serve as a liaison between the Customer Service team and management, communicating updates, concerns, and feedback
- Help maintain internal documentation, procedures, and team communications
Benefits
- Health/Dental/Vision Coverage
- 401k with employer match
- Generous PTO & Paid Holidays
- A Monday-Friday Schedule (No nights or weekends)
- Opportunity for growth and development.
- On-site Gym and Office Snacks
- The chance to be a part of a growing company that values customer service
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
