Customer Care Supervisor

Job Summary

Leading a team of customer care professionals, the full-time remote Customer Care Supervisor will oversee account management, issue resolution, and performance coaching to enhance customer experiences and drive operational excellence.

Key Responsibilities

• Supervise, mentor, and develop a team of 8-15 Customer Care employees, ensuring effective coaching and performance management
• Drive a culture of quality and accountability through performance metrics, coaching, and adherence to standard operating procedures
• Own customer satisfaction improvement goals, leveraging reporting tools to identify trends and implement corrective actions

Required Qualifications

• 3+ years of experience in a customer service leadership role, preferably in a contact center or subscription-based environment
• Proven track record of coaching teams to achieve KPI targets and conducting performance reviews
• Experience with CRM platforms and reporting tools to enhance operational performance
• Strong problem-solving and conflict resolution skills, with the ability to maintain composure under pressure
• Effective communication skills, including one-on-one coaching and performance feedback delivery