Client Service - Client Service Supervisor

ABOUT US:
Come join the dynamic team at Kestra Financial! Kestra Financial provides a leading independent advisor platform that empowers sophisticated, independent financial professionals, including traditional and hybrid RIAs, to prosper, grow, and provide superior client service. With a culture rich in reinvention and advisor advocacy, Kestra Financial has developed integrated business management technology that, combined with its personalized consulting services, offers exceptional scale and efficiency. Kestra Financial supports independent financial advisors in delivering comprehensive securities and investment advisory services to their clients.


At Kestra Financial, we don’t just support financial advisors, we help them thrive. Our service model is human-led, tech-enabled, and built on purpose: to help advisors deliver great outcomes for their clients. We want individuals who show up to serve, work together as one team, and do what it takes
to make their success easier.

We’re looking for a Client Service Supervisor to join our Concierge team, a group known for going beyond transactions and become trusted partners to advisors, clients, and internal teams. This role is about ownership, problem solving, and delivering high-touch, responsive support with a personal
touch. It’s a strong next step for experienced individuals looking to deepen their impact and grow their careers that offers both challenge and opportunity. As a member of the team, you’re the one who makes it happen from start to finish.

Job Overview:
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 an 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-day direction, and coach to ensure high performance and service consistency
• Monitor, analyze, and report daily workload, call and case volumes, and service level metrics to ensure timely and accurate resolution of client request
Supervisor, Concierge
• Serve 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 support development, provide feedback, and address performance concerns in alignment with company expectations
• Partner 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 efficiencies
• Champion operational improvements and process enhancements
• Apply deep operational expertise to solve issues quickly, identify root causes, and implement sustainable solutions
• Ensure scheduling, staffing, and resource alignment matches client demand and coverage
• Lead team meetings and contribute to department meetings to reinforce service standards, share updates, and keep the team aligned on priorities
• Support 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 standards
• Regularly review and update standard operating procedures (SOPs) to reflect current practices, support training, and improve consistency across the team
• Contribute to strategic initiatives and represent the Concierge team in cross-functional projects as needed

What You Bring
• Proven 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 inspire confidence 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 t