Client Services Supervisor

Client Services SupervisorPurposeThe Client Services Supervisor ensures an exceptional, hospitality-driven experience for every client and their pet. This role elevates customer satisfaction, strengthens trust, supports revenue growth, and drives smooth front-of-house operations.Position SummaryThis leader is the face of the lobby-overseeing client interactions, guiding service recovery, supporting team performance, and ensuring consistent, high-quality service delivery. The role directly influences first impressions, retention, and adoption of add-on services.Key OutcomesHigher client satisfaction and improved sentiment.Stronger conversion rates for tours, daycare trials, and in-lobby upsells.Fewer service issues through proactive communication and recovery.Engaged, well-trained client services team.Increased adoption of bathing services, upgrades, and seasonal offerings.Core ResponsibilitiesClient Experience & Front DeskMaintain a welcoming, professional lobby presence.Oversee check-ins, check-outs, tours, and daily client communication.Ensure accurate guest profiles, documentation, and vaccination records.Team Leadership & TrainingLead onboarding and ongoing training for all client services team members.Deliver clear expectations, coaching, and real-time feedback.Facilitate training sessions in group and 1:1 settings.Service Recovery & CommunicationAddress service lapses with empathy, clarity, and proper escalation.Communicate proactively about reservations, care needs, or stay-related concerns.Sales & Revenue SupportAssist clients with program choices, packages, upgrades, and add-ons.Cross-sell and coordinate with grooming/bathing teams to meet demand.Operational ExecutionKeep the front desk organized and guest-ready.Monitor lobby flow, resolve billing issues, and ensure profile accuracy.Handle responsibilities only during scheduled hours; escalate after-hours needs to management.QualificationsRequiredPassion for pets and the pet care industry.2-4 years in client services, hospitality, or similar fields.Proficiency with front-of-house systems and operational dashboards.Strong communication, conflict-resolution, and public-speaking skills.Ability to stay calm under pressure and prioritize effectively.Demonstrated experience developing or coaching team members.English fluency.Pet First Aid/CPR certification within 90 days (company-provided).Resourceful problem-solver with a hospitality-driven mindset.Preferred1-2 years of supervisory experience.Physical RequirementsExtended periods of computer-based work.Ability to lift up to 15 pounds.Ability to travel if needed.Comfortable working around dogs and cats for extended periods.Reports to:General ManagerStatus:Non-exemptBackground check requiredAll qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.