Customer Service Supervisor

About Us

Shark Ninja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trusted, global brands, Shark and Ninja, the company has a proven track record of bringing disruptive innovation to market, and developing one consumer product after another has allowed Shark Ninja to enter multiple product categories, driving significant growth and market share gains.

Headquartered in Needham, Massachusetts with more than 3,600+ associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world.

Leeds / Hybrid

Our purpose is to positively impact people’s lives every day in every home around the world! We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

As a Customer Service Advocacy Supervisor, you will represent the Shark Ninja brand by delivering exceptional experiences rooted in unreasonable hospitality. In this role, you will lead a team of five Customer Service Advocates, ensuring operational excellence while actively engaging with customers to resolve inquiries and build lasting loyalty. You will promote Shark Ninja products and services by identifying customer needs and positioning solutions that enhance product experiences.

Address inquiries related to order status, pre-order questions, returns, troubleshooting, and other service concerns. Use a customer-first mindset to share targeted product features and benefits, driving satisfaction and loyalty.

• Lead and coach a team of 5 Customer Service Advocates, delivering regular feedback, training, and development to drive high performance.
• Oversee customer interactions across all contact types within EMEA, ensuring timely resolution of inquiries and concerns.
• Handle escalated consumer complaints with empathy and professionalism.
• Monitor and maintain service quality to meet or exceed Key Performance Indicators (KPIs).
• Clarify customer needs, apply critical thinking, and leverage decision-support tools to resolve complex or non-standard issues.
• Demonstrate active listening and empathy, building rapport while addressing customer concerns effectively.
• Maintain comprehensive knowledge of client products, services, and updates.
• Contribute to initiatives aimed at improving customer satisfaction and overall business performance.
• Accurately track, document, and retrieve case details using the call tracking system.
• Leverage AI tools to support improvements in the consumer journey.

• Proven experience in customer service, call center, or similar service-oriented roles.
• Minimum 2 years of experience managing a customer service team.
• Exceptional verbal and written communication skills.
• Strong problem-solving ability, including independent research and resource utilization.
• Skilled in active listening and empathetic engagement with customers.
• Ability to quickly learn and adapt to new product features and launches.
• Collaborative team player with a solution-oriented mindset.
• High emotional intelligence; able to remain calm and professional during challenging interactions.

#LI-HYBRID

At Shark Ninja, we don’t just raise the bar—we push past it every single day. Our Outrageously Extraordinary mindset drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home.

We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, Shark Ninja product discounts, and more. We empower your personal and professional growth with high impact Learning Programs featuring bold voices redefining what’s possible. When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. To-gether, we…