Customer Service & Support Supervisor - Concierge

PNC is hiring a Concierge Customer Service & Support Supervisor to lead a specialized concierge team providing elevated, white-glove support for high-value and complex client segments. The role focuses on people leadership, performance management, and operational execution to deliver exceptional client experiences with strong risk discipline.

• Lead day-to-day activities of the concierge client support team and deliver elevated, personalized client service.
• Serve as an escalation point and subject-matter resource; proactively problem-solve, own issues, and escalate/share when appropriate.
• Coach and mentor staff to consistently achieve key performance indicators and deepen/retain client relationships.
• Own team performance by reviewing behaviors, identifying trends, driving engagement, and improving outcomes.
• Ensure reporting accuracy and timely completion.
• Collaborate with business partners to meet client and employee needs; manage escalated issues and interact directly with clients.
• Own the end-to-end client experience journey; identify recurring breakdowns/performance gaps and remediate to elevate experience.
• Partner with workforce management to improve operational efficiency.
• Inspire, develop, and grow staff; lead change efforts and plan/organize/evaluate staff and processes.

• Education: Bachelor’s degree (required) or comparable combination of education, certifications, and experience (including military service) may be considered.
• Experience: 3+ years of industry-relevant experience; typically 2 years of previous managerial experience for operations/production environments.
• Preferred background: Banking experience, leadership experience, and experience supporting high net worth clients; experience exceeding client satisfaction metrics and driving operational excellence preferred.
• Competencies: Accuracy/attention to detail, client relationship management, customer experience management, critical thinking/decision making, effective communications, managing multiple priorities, problem solving, process management, products/services knowledge, tech savvy.
• Other: No required certifications or licenses listed.

• Schedule: 12:30–9:00pm ET Monday–Thursday; every Sunday 8:00am–5:00pm ET.
• Work arrangement: May be eligible for remote work in select geographic locations (subject to approval); if approved, must work from a quiet, secure, confidential home workspace; occasional in-office participation may be required.
• Compensation: Incentive eligible based on company/business/individual performance.
• Benefits: Medical/prescription, dental, vision; HSA; life insurance; short/long-term disability; 401(k) with match, pension, stock purchase; dependent care reimbursement; back-up child/elder care; adoption/surrogacy/doula reimbursement; educational assistance; wellness program; paid time off including parental leave, up to 11 holidays, occasional absence days, and 15–25 vacation days depending on level/tenure.
• Work authorization: No visa sponsorship; no STEM OPT participation.