Client Success Supervisor

Job Description

About the Role:

Fragomen’s Client Success Supervisor position will provide you with the opportunity to make an immediate impact on our business, as well as offering training, development, and long-term growth opportunities. Providing world class client service and industry leading technology solutions, to support our clients.

As a subject matter expert (SME) in I-9 Employment Eligibility, E-Verify, Fragomen’s I-9 Service Center and other SaaS programs. You will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about Fragomen, and our technology solutions. You will have the opportunity to interact professionally with Fragomen’s clients from various industry sectors across the country.

Fragomen’s I-9 Service Center is the first and preeminent I-9 SaaS and fully managed solution in the industry.  Our product is continuously updated and optimized to be flexible and allow clients automate, streamline, and improve the compliance of their I-9 programs.  In this opportunity, you will work with a group of smart, motivated, and diverse individuals to learn new skills and gain knowledge surrounding I-9 management and compliance. 

How will you make a difference as a Client Success Supervisor at Fragomen? 

• Act as a supervisor to client success team.
• Train new employees and directly or indirectly supervise staff, providing mentoring, coaching, and performance management.
• Demonstrate excellence in managing complex I-9 cases and ensuring team's work output is accurate and timely by prioritizing cases and monitoring workload.
• Provide direction to the team using extensive knowledge of I-9 processing and I-9 case matters.
• Serve as a liaison between the Fragomen client success team and the client.
• Strengthen and maintain strong client relationships with key stakeholders in client accounts, contribute to client meetings and business reviews and assist with the successful delivery of the team’s output of work.
• Proactively address client escalations, lead high touch calls, and provide accurate and relevant client reporting.
• Perform a wide range of varied case related duties requiring specialized knowledge and skills in I-9 processing.
• Work with clients to perform intake of cases, troubleshooting issues and establishing I-9 strategy.
• Analyze documents and prepare I-9 as a subject matter expert.
• Communicate regularly with clients and employees regarding I-9 procedural and processing issues.
• Review and approve billing and conduct billing and WIP audits as appropriate.
• Oversee status of I-9 cases through utilization of our technology and billing systems.
• Be fluent with I-9 management and other reporting tools and technologies used to manage data and information.
• Engage, collaborate, and share knowledge with teams locally and regionally to ensure best practices.
• Ensure self and team follow documented firm standards and policy to mitigate risk and ensure regulatory, operational and client compliance (e.g., complete mandatory training such as Data Privacy, follow Client Protocols, etc.).

Leverage your valuable skills and experience to make an impact at Fragomen:

• Bachelor’s degree, Associate’s degree or professional certification preferred
• At least 7 years experience within the I-9- space
• Supervisory or managerial experience
• Possess strong knowledge of I-9 procedural requirements and client processes.
• A client service mindset, attention to detail and desire to achieve a high level of productivity
• Experience using various computer systems, including Microsoft Excel
• Ability to multi-task in a fast-paced environment with competing demands
• Excellent written and verbal communication skills, including the ability to proofread documents, draft fluent prose, and avoid grammatical mistakes without the aid of AI engines
• Ability to contribute to positive work environment, effectively collaborate and promote teamwork

All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.