Customer Service Supervisor

Customer Service Supervisor:
Volusia County, FL

RATP Dev USA - Your future. Our destination.

We are transit. We make distances feel shorter and bring people together. We are a community.

Do you see yourself finding solutions to make distances feel shorter? Are you seeking to make an impactful difference and where do you bring people together? If so, come join our team where you are part of a community, not just an employee.

At RATP Dev USA, we seek to foster a culture where people feel valued, where their voices are heard, and their needs are a priority. We value diversity and inclusion, as well as people who are collaborative and seek solutions that make an impactful difference within our teams, the company, our clients, and the communities we serve.

Our RATP Dev USA Safety Culture prioritizes the well-being of our employees, clients, passengers, and communities we serve. They are the heart of our business and ensuring all can return home to their families and friends safe and without injury is what we strive to do.

Through our diverse cultural experiences, we bring innovative transportation solutions. We possess a shared commitment and responsibility to our communities to provide our operational expertise and services in leading quality and safety best practices in everything we do with integrity, honesty, and sustainability.

Our Destination

To develop and optimize public transit systems, but also to boost the economy and quality of life, in order to make distances feel shorter and bring people together.

-Hiba Farès, President of the Executive Board.

Job Summary

Profil de candidat recherché :

The Customer Service Supervisor is the Customer Service Manager’s primary operational partner and right-hand leader for the daily Customer Service function. This role translates the Manager’s direction into consistent execution, keeps the department organized and informed, develops employees, monitors service and call-center performance, protects ADA/TD customer-service standards, and ensures issues are resolved, documented, escalated, and closed. The Customer Service Supervisor is expected to model our values through calm, fair, professional leadership and a customer-first, solution-oriented approach.

This leader models desired behaviors, champions customer service excellence, fosters a respectful and inclusive work environment, and reinforces RATP Dev USA’s safety-focused culture. The role works collaboratively with Operations, Safety, HR, and other departments to support exceptional daily service delivery.

Reporting on Relationship & Role Positioning

Reports directly to the Customer Service Manager and serves as the department’s primary second-in-command for daily execution.

Provides direct supervision, coaching, development, workflow direction, and performance follow-up for Customer Service Representatives and other assigned Customer Service staff.

Acts on behalf of the Customer Service Manager within delegated authority and maintain continuity when the Manager is unavailable.

Serves as an operational communication link among Customer Service, Operations/Dispatch, Safety, Maintenance, Scheduling, Training, IT, HR, and leadership.

Supports department modernization by helping move work from legacy/manual practices to standardized, measurable, technology-supported processes.

The Customer Service Manager can rely on the Supervisor to know the condition of the department, execute priorities, surface risks early, and close the loop without repeated follow-up.

Employees receive consistent expectations, coaching, recognition, training, accountability, and access to current approved information.

Customer issues are handled with empathy, accuracy, professionalism, appropriate escalation, and documented…