Customer Solutions Supervisor
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Job Summary
Leading a team of resolution specialists, the full-time Customer Solutions Supervisor will oversee daily operations, manage escalated customer issues, and ensure high-quality service delivery in a remote environment.
Key responsibilities
- Supervise and coach customer resolution staff, conducting team huddles to align on priorities and goals
- Act as the primary escalation contact for complex customer issues, ensuring professional resolution strategies are implemented
- Monitor service levels and KPIs, producing performance reports and recommending process improvements to enhance customer experience
Required qualifications
- Proven experience in a call center or customer support environment, with a focus on issue resolution and escalations
- Previous leadership or supervisory experience is 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
Complete Job Description
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