Customer Service Supervisor

Lead with Purpose. Partner with Impact.

The Client Service Supervisor in Concierge is a frontline leader responsible for overseeing daily operations, supporting a team of associates, and ensuring the delivery of exceptional experience for advisors and clients. This role balances hands-on problem-solving with people leadership and process improvement, ensuring that service commitments are consistently met with accuracy, empathy, and accountability.

You’ll serve as a subject matter expert, coach, and escalation point while driving service

consistency, operational efficiency, and team engagement. This is an ideal role for someone with deep service experience, strong communication skills, and a proven ability to lead others through change and complexity.

What You’ll Do

• :Oversee a team of Concierge Associates, setting clear expectations, providing day-to-da
• ydirection, and coach to ensure high performance and service consistenc
• yMonitor, analyze, and report daily workload, call and case volumes, and service level metrics to ensure timely and accurate resolution of client reques
• tSupervisor, Concierge Kestra Financial, Inc is the parent company of Kestra Investment Services, LLC member FINRA/SIPC and Kestra Advisory Services, LLCServe as the escalation point for complex, urgent, or sensitive client matters; take ownership through resolutionConduct regular one-on-one meetings and formal performance reviews to suppor
• tdevelopment, provide feedback, and address performance concerns in alignment with company expectation
• sPartner with cross-functional teams—including Operations, Compliance, Technology, and Sales—to remove roadblocks, share feedback, and improve end-to-end processes
• .Analyze trends in service activity to identify opportunities for training, quality improvement, and operational efficiencie
• sChampion operational improvements and process enhancement
• sApply deep operational expertise to solve issues quickly, identify root causes, and implemen
• tsustainable solution
• sEnsure scheduling, staffing, and resource alignment matches client demand and coverag
• eLead team meetings and contribute to department meetings to reinforce service standards
• ,share updates, and keep the team aligned on prioritie
• sSupport hiring, onboarding, and training of new team members; serve as a culture carrier and role model
• .Maintain compliance with internal policies, procedures, and regulatory requirements, ensuring the team adheres to operational standard
• sRegularly review and update standard operating procedures (SOPs) to reflect current practices, support training, and improve consistency across the tea
• mContribute to strategic initiatives and represent the Concierge team in cross-functional projects as neede

dWhat You Bring

• :4 years of experience in financial services, client service, or operation
• s1 year in a leadership or supervisory rol
• eHigh school diploma required; college degree preferred Experience in advisor support or wealth management preferre
• dProven ability to lead teams in a client service or operations environment, with a focus on accountability, empathy, and results
• .Strong organizational and time management skills with the ability to manage both individual and team priorities
• .Excellent interpersonal communication skills: clear, composed, and able to inspir
• econfidence and trust
• .Ability to navigate and resolve escalations with professionalism, while coaching others through similar scenarios
• .Strong analytical skills and attention to detail; comfortable interpreting metrics to assess performance and recommend improvements
• .High comfort level with CRM systems (Salesforce), advisor platforms, and custodial tools; able to guide others through complex workflows. Supervisor, Concierg

eLicenses

• :SIE, Series 7 Required (or must be obtained within 6 months of hire
• )Series 24 preferre