Head of Client Services

Job Description

Job Description

Salary : $70,000 - $80,000

Head of Client Service

Reports To : Director of Operations

Department : Operations

Position Overview

The Head of Client Service leads Arcadias Client Service Specialist (CSS) team and ensures every client receives seamless, accurate, and exceptional service after they become a client. This role combines hands-on operational oversight with people leadership building a high-performing team that executes with precision, communicates clearly, and embodies Arcadias Second to None client experience standard.

The Head of Client Service reports to the Director of Operations and collaborates closely with other department leaders to ensure Arcadias financial, tax, and legacy services function in harmony. This role is essential to the success of Arcadias family office model.

Key Responsibilities

Team Leadership & Development

• Lead and develop the Client Service Specialist team, ensuring clarity of roles, consistent execution, and a culture of accountability.

Conduct regular one-on-ones, performance reviews, and team meetings to drive improvement and engagement.

Identify skill gaps and coordinate training with the Director of Operations.

Foster a positive, client-first culture grounded in responsiveness, accuracy, and collaboration.

Operational Oversight

Ensure timely completion of tasks, adherence to SLAs, and reduction of errors across all service lines.

Partner with the Director of Operations to refine workflows, implement process improvements, and support cross-departmental initiatives.

Collaborate with the Client Technology Manager and the Data & Systems Analyst roles to ensure systems (CRM, Firelight, Wealthscape, Arcadia Portal) are used efficiently, accurately, and consistently across teams.

Quality Control & Compliance

Review task metrics weekly to identify trends, bottlenecks, and coaching opportunities.

Serve as escalation point for complex service issues, ensuring prompt and professional resolution.

Cross-Department Collaboration

Partner with the Director of Financial Planning through a recurring biweekly meeting to identify process improvements, clarify responsibilities, and resolve any handoff or task-related issues between Planning and Client Service.

Contribute to firm-wide projects that enhance both client and team experience.

Continuous Improvement

Support the creation of SOPs, training materials, and knowledge-sharing across Operations.

Participate in quarterly operations reviews to evaluate service performance and recommend enhancements.

Minimum Qualifications

Key Competencies

Client Advocacy : Balances efficiency with empathy, ensuring every client feels cared for and valued.

Collaboration : Works seamlessly with Planning, Tax, Legacy, and Operations to deliver a unified Arcadia experience.

Process Discipline : Loves structure, accuracy, and improvement. Builds systems that scale.

Coaching & Development : Grows people as much as they grow the work.

Benefits :

We believe in taking care of the people who take care of our clients. Our benefits are designed to support yourwell-being, growth, and work-life balance, including :

100% employer-paid health, dental, and vision insurance

Unlimited paid time off (PTO)and flexible scheduling

Short-term disability, long-term disability, and life insurance fully covered

401(k) retirement plan with 4% company match

Professional development and continuing education opportunities

Collaborative, people-first culturethat values innovation and accountability and engaging workplace perks, including team events, community-focused volunteer initiatives and more