Customer Service Supervisor

Customer Service Supervisor

Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

We're looking for a Customer Service Supervisor to own the customer experience end-to-end while leading a small customer service team.

You'll work directly with the Co-Founder and Strategy & Operations Associate to manage day-to-day customer operations, including inbound calls and emails, sales inquiries, shipping coordination, and post-sale follow-up. You'll also coach a two-person customer service team, review their work, delegate daily priorities, and help ensure a consistently strong customer experience.

This is a high-autonomy, startup-like environment suited to someone who enjoys wearing multiple hats, solving problems, developing a small team, and taking initiative.

Customer Service Leadership

• Lead and support a two-person customer service team.
• Review customer interactions and provide coaching and feedback.
• Delegate daily tasks and help the team stay focused on priorities.

Customer Communication

• Handle customer and lead inquiries by phone and email.
• Spend up to half of the day communicating with customers by phone.
• Provide knowledgeable, professional support and answer product-related questions.

Sales & Quoting

• Turn customer inquiries into quotes and sales opportunities.
• Answer customer questions and complete required paperwork.
• Support customers throughout the sales process.

Post-Sale Support

• Coordinate shipping and delivery-related needs.
• Resolve delivery issues and help ensure a positive post-sale experience.
• Support customers through their initial experience with the company.

Day-to-Day Operations

• Work closely with leadership on customer operations.
• Manage multiple priorities and solve problems as they arise.
  
  Identify opportunities to improve processes and contribute to the company's growth.

• Strong customer service and communication skills.
• Comfortable working remotely and independently.
• Comfortable spending up to half of the day on the phone.
• Self-motivated, detail-oriented, and resourceful.
• Strong ability to manage multiple priorities.
• Experience in sales, customer support, and managing a small team is preferred.
• Familiarity with Google Workspace and Microsoft Office is a plus.
• Familiarity with public safety training or firearms industry products is a plus but not required.
• No formal education or specific experience requirements.

• You take ownership rather than waiting for instructions.
• You're confident communicating with customers and handling different situations throughout the day.
• You enjoy coaching and developing a small team.
• You're comfortable wearing multiple hats in a growing company.
• You're resourceful and able to solve problems independently.
• You communicate proactively and keep leadership informed.
• You're excited by the opportunity to contribute ideas and shape how a growing company operates.

• Customers receive responsive, knowledgeable, and professional support.
• The customer service team has clear direction, consistent coaching, and strong communication standards.
• Quotes, sales inquiries, paperwork, shipping, and post-sale needs are handled accurately and efficiently.
• Customer issues are identified and resolved proactively.
• Day-to-day customer operations run smoothly with minimal supervision.
• You actively identify opportunities to improve processes and create value as the company grows.