Customer Success Supervisor

Job Summary

Leading a team of Customer Success Specialists, the full-time Customer Success Supervisor will provide operational oversight and escalation support while ensuring exceptional multi-channel customer service in a fully remote environment.

Key Responsibilities

• Lead and support Customer Success Specialists in delivering outstanding service across various channels, acting as the senior escalation point for complex issues
• Manage stakeholder relationships and drive resolution for escalated concerns, while monitoring performance metrics to identify opportunities for continuous improvement
• Provide coaching and development to team members, fostering a collaborative and customer-focused team culture

Required Qualifications

• Minimum 24 months' experience in a Contact Center, Customer Success, or operational support environment
• Proven experience in managing complex escalations and stakeholder inquiries
• Familiarity with customer relationship management (CRM) platforms, preferably Salesforce
• Strong analytical skills and the ability to balance customer, commercial, and operational outcomes
• Demonstrated ability to coach and mentor others effectively