Customer Service Supervisor

Job Summary

A company is looking for a Customer Service/Escalation Supervisor.

Key Responsibilities

• Manage the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes
• Monitor escalation trends and perform internal reviews to assess potential risks and quality concerns
• Collect and analyze data related to consumer contacts and escalations to improve internal processes

Qualifications

• Over 5 years of experience in customer service or contact center environments, including 2+ years in a leadership role
• Proven ability to manage escalated customer interactions with professionalism and empathy
• Detail-oriented with a commitment to operational excellence
• Proficiency in Microsoft Office (especially Excel) and CRM tools
• Bachelor's degree in business, Communications, or a related field preferred