Customer Service Supervisor

Customer Service Supervisor

Location: Levittown, PA Area

Schedule: Onsite

We are seeking an experienced Customer Service Supervisor to lead a high-performing customer service team in a fast-paced consumer products environment. This role is responsible for overseeing daily call center operations, driving service excellence, coaching and developing team members, and ensuring customers receive a best-in-class experience across multiple communication channels.

The ideal candidate is a hands‑on leader with strong supervisory experience, exceptional communication skills, and a passion for developing teams while achieving operational goals.

• Lead, coach, and mentor customer service representatives to deliver outstanding customer experiences.
• Oversee customer interactions across phone, email, chat, and SMS channels.
• Collaborate with Marketing and other cross‑functional departments to develop customer service initiatives and promotional support programs.
• Monitor call center performance, service levels, and key performance metrics, providing regular reporting and recommendations to leadership.
• Manage escalated customer concerns and ensure timely resolution to maintain customer satisfaction.
• Assist with workforce planning, scheduling, training, and budget management.
• Establish, maintain, and improve call center processes, procedures, and best practices.
• Analyze team performance data and prepare operational reports.
• Foster a positive team environment through regular communication, coaching, training, and team meetings.
• Hold team members accountable to performance expectations through coaching, recognition, and performance improvement plans when necessary.
• Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Perform additional duties and special projects as assigned.

• Bachelor's degree required.
• 5-7+ years of customer service leadership, supervisory, or management experience.
• Proven ability to coach, develop, and motivate teams to achieve performance goals.
• Strong interpersonal, problem‑solving, and conflict‑resolution skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong analytical skills with the ability to interpret performance metrics and identify opportunities for improvement.
• Advanced proficiency with Microsoft Office, particularly Excel.
• Demonstrated ability to foster teamwork and maintain high employee engagement.
• Flexibility to work days, evenings, rotating Saturdays, weekends, holidays, and additional hours as business needs require.
• Strong track record of dependability and performance excellence.

• Experience with 8x8, Microsoft Dynamics 365 (D365), and Gorgias platforms.
• Experience leading omnichannel customer support teams.
• Background in retail, consumer products, e‑commerce, or direct‑to‑consumer environments.

• Competitive salary and comprehensive benefits package.
• Opportunity to lead and develop a growing customer service team.
• Collaborative and team‑oriented culture.
• Career growth opportunities within a stable and established organization.
• Dynamic environment where your leadership directly impacts customer satisfaction and business success.

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law.

The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an…