Customer Care Supervisor

Position Summary

The hybrid Customer Care Supervisor leads a team responsible for delivering exceptional customer experiences through proactive account management, issue resolution, retention support, and operational excellence. This role drives team performance through coaching, accountability, quality management, and KPI ownership while partnering cross‑functionally to improve customer experience and business outcomes. This is a hands‑on leadership role in which the supervisor balances team leadership responsibilities with direct operational contributions aligned to business needs.

• Establish a consistent coaching cadence with all direct reports.
• Demonstrate measurable improvement in team productivity, quality, or customer retention metrics.
• Reduce escalations through proactive issue identification and coaching.
• Build strong cross‑functional partnerships that improve customer issue resolution.
• Demonstrate accountability, urgency and leadership presence within the operation.

• Supervise, mentor, and develop a team of 8–15 Customer Care employees.
• Deliver regular coaching, conduct performance reviews, and support individual development plans.
• Assign and adjust workload based on call or case volume, staffing levels, and shifting business priorities.
• Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution.

• Drive a culture of quality and accountability through audit reviews, coaching, SLA adherence, documentation accuracy, and consistent execution of standard operating procedures.
• Drive consistent achievement of productivity, quality, customer satisfaction, and retention goals through proactive performance management and coaching.
• Ensure customer interactions consistently meet quality, responsiveness, and professionalism standards.
• Interpret performance reports to identify trends, coach to gaps, and recognize top performers.

• Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed.
• Effectively develop and use available reporting resources such as PowerBI and Salesforce to identify performance trends and develop coaching tactics to drive improvement in performance and reduce cancellations.

• Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight.
• Ensure team compliance with company policies, procedures, and applicable regulations.
• Coach and develop employees to meet and exceed KPIs and goals for the business.
• Support customer retention by coaching employees about opportunities to save customers and de‑escalation techniques.
• Partner cross‑functionally to expand and resolve systemic customer service challenges.

• Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency.
• Contribute to the development and refinement of SOPs, call scripts, and training materials.

• 3+ years of experience in a customer service leadership role, ideally within a contact center or subscription‑based account management function.
• Demonstrated track record of coaching teams to hit KPI targets.
• Experience writing and delivering performance feedback and conducting formal performance conversations.
• Exposure to workforce management concepts including scheduling, occupancy, and volume forecasting.
• Experience leveraging CRM platforms, reporting tools, and contact center technologies to drive operational performance.

• Highly accountable, customer‑focused leader who thrives in fast‑paced environments and demonstrates ownership, adaptability, urgency, and a servant‑leadership mindset.
• Develops high‑performing teams through consistent coaching, transparent accountability, and data‑driven decision making.
• Leads with professionalism, empathy, operational discipline, and a strong focus on customer experience and retention outcomes.
• Strong problem‑solving and conflict resolution skills with the ability to remain composed and make sound decisions under pressure.
• Effective…