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.

If you are a customer service leader who thrives in a fast‑paced environment and enjoys developing teams while delivering exceptional customer experiences, we encourage you to apply.