Customer Service Supervisor

Job Summary

Leading the day-to-day operations of the Customer Care team, the full-time Customer Service Supervisor will ensure high-quality customer experiences, manage escalated concerns, and drive team performance while working in a hybrid environment.

Key responsibilities

• Leads, coaches, and develops Customer Care Representatives and Specialists, establishing performance expectations and promoting a customer-focused culture
• Ensures exceptional customer experiences by serving as the escalation point for complex issues and coordinating resources during high-priority situations
• Monitors daily workload and service levels, reviews customer trends, and implements process improvements based on feedback and operational insights

Required qualifications

• Bachelor's degree in Business, Communications, Management, or related field preferred; Associate's degree with 4 years of relevant experience or High School Diploma/GED with equivalent customer service experience required
• 4+ years of customer service or related experience, with at least 2 years in a leadership or supervisory role
• Experience in handling escalated customer concerns and complex issue resolution
• Proficiency in using CRM, case management, and performance reporting tools
• Strong analytical and problem-solving skills