Client Services Supervisor

TravisMathew is a premium apparel brand that exists because we seized an opportunity—and we’re inviting you to take yours. Back in 2007, we saw there weren’t many companies whose clothing bridged the gap between performance and lifestyle, so we created our own. Inspired by the sun, surf, and sand of Southern California, we became a leading innovator in lifestyle performance apparel by making clothes for real life—plus working with premium wholesalers, building a leading e-commerce business, and opening retail stores around the world. We invite you to join team TravisMathew.The Supervisor, Client Services is responsible for driving operational excellence within the Customer Experience organization through the optimization of systems, processes, analytics, and service delivery strategies. This role supports the advancement of the customer experience ecosystem by leveraging technology, data insights, continuous improvement initiatives, and best-in-class service practices. The Supervisor, Client Services partners cross-functionally to enhance the customer journey while supporting the development and performance of Client Services Representatives.ROLES AND RESPONSIBILITIESOversee the day-to-day operations of the Client Services function, ensuring service levels, operational efficiency, and customer satisfaction objectives are achieved.Optimize customer service workflows and business processes utilizing Gladly CRM, SAP, fraud detection systems, and other Customer Experience technologies.Monitor customer interaction volume and operational performance to ensure appropriate resource planning and service level achievement.Manage the flow of customer orders, service requests, returns, cancellations, credits, and escalations while ensuring compliance with company policies and service standards.Analyze Customer Experience metrics and operational data to identify trends, develop actionable insights, and recommend improvements that enhance the customer journey and business performance.Develop and maintain dashboards, reporting, and key performance indicators (KPIs) to measure customer experience, operational effectiveness, and team performance.Evaluate, implement, and optimize emerging AI technologies, automation tools, and digital solutions that enhance the customer experience and improve operational efficiency.Compile, analyze, and communicate customer feedback, product insights, and service trends to cross-functional teams to support product enhancements and strategic business initiatives.Develop, implement, and maintain departmental training programs, knowledge resources, and Standard Operating Procedures (SOPs) that promote operational consistency and best-in-class service.Represent the Customer Experience department in cross-functional meetings, partnering with Sales, Marketing, Operations, Product Development, IT, and Distribution to improve systems, processes, and the end-to-end customer journey.Partner with the Manager, Customer Experience to identi...