Customer Service Supervisor

What You’ll Do

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  Oversee a team of Concierge Associates, setting clear expectations, providing day-to-da
• ydirection, and coach to ensure high performance and service consist enc
• 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 resolution
  
  Conduct 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
• 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

• :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

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  SIE, Series 7 Required (or must be obtained within 6 months of hire