Customer Solutions Supervisor

Job Summary

Leading a team of resolution specialists, the full-time Customer Solutions Supervisor will oversee daily operations, manage escalated customer issues, and drive quality service delivery in a remote environment.

Key responsibilities

• Supervise the performance of customer resolution staff and conduct team huddles to share priorities and service goals
• Act as the primary escalation contact for complex customer issues, ensuring consistent resolution strategies
• Monitor service levels and KPIs, producing performance reports and recommending process improvements

Required qualifications

• Proven experience in a call center or customer support environment with direct involvement in issue resolution
• Previous leadership or supervisory experience strongly preferred
• Strong expertise in service recovery principles and root-cause analysis
• Demonstrated ability to manage high-level escalations with professionalism and empathy
• Proficiency with CRM platforms and workforce or case-management tools