CloudOne Digital

Compensation

Full Description

The Supervisor, Client Support is responsible for leading and supporting a team delivering high-quality client service for our Kadence product line. This role provides day-to-day operational oversight while ensuring consistent service delivery, adherence to SLAs, and a positive, accountable team culture.The Supervisor is directly responsible for team performance through coaching, mentoring, documentation, performance management, and disciplinary actions when necessary. Prior hands-on Kadence experience is required to effectively guide the team and support operational excellence. Permanent, Full-Time, Exempt positionPay RangeKey Responsibilities • Provide direct supervision and support to Client Support team members • Conduct regular coaching, feedback, performance reviews, and goal-setting activities • Manage the employee lifecycle including onboarding, development, performance improvement, and disciplinary actions • Foster a positive, inclusive, and accountable team environment aligned with company values and policies • Manage staffing levels, schedules, and workload distribution to ensure adequate coverage and SLA adherence • Monitor daily operations and respond to emergent or escalated situations • Ensure accurate documentation of customer interactions and internal actions • Facilitate effective communication and handoffs between teams and departments • Communicate clearly and professionally with customers across multiple channels • Collaborate with customers to fully understand and resolve requests efficiently • Create, review, maintain, and continuously improve internal documentation and procedures • Evaluate and refine workflows to improve efficiency, quality, and customer experience • Ensure team awareness of relevant company updates, process changes, and industry considerations • Ensure compliance with applicable regulations and standards, including data protection and privacy requirements • Partner cross-functionally to support alignment of goals, priorities, and service delivery • Additional duties as assigned Required Qualifications • Kadence platform experience (required) • Bachelor’s degree in a related field or equivalent combination of education and relevant experience • Minimum 1+ year of experience in a customer service leadership or supervisory role • Proficiency with call center or support technologies (CRM systems, workforce management tools, etc.) • Strong customer-centric mindset with a focus on service quality and continuous improvement • Basic troubleshooting and problem-solving skills • Excellent verbal and written communication skills • Strong organizational and multitasking abilities • Ability to operate effectively in a fast-paced, dynamic environment We Offer: • Excellent Benefits options - Medical, Dental, Vision, Prescription • Traditional and Roth 401k with company matching • A collaborative team culture • Consistent/set work hours • Challenging non-redundant daily duties • A voice in how things get done • Access to ongoing training Disclaimer:This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.