Customer Service Supervisor

Job Description About the Role

The Customer Service Supervisor ensures efficient customer service operations by maintaining service levels, monitoring agent performance, and overseeing escalations. They provide support for payment solutions, court‑related inquiries, and high‑balance accounts, while also managing research and resolution efforts. Key responsibilities include QA reviews, coaching, reporting, training updates, and operational coordination. They play a critical role in maintaining service quality, process adherence, and team performance through structured goal setting and collaboration.

• Conduct quality assurance for agents, including call and case management reviews
• Establish and monitor agent and team performance goals
• Provide support and guidance to payment solution customers (Option 2 assistance)
• Assist court customers with Option 2 services
• Manage and oversee payment plans for customers
• Handle payment solutions for accounts with high balances
• Support research and resolution agents with complex cases
• Conduct monthly one‑on‑one sessions with research and resolution agents
• Prepare and deliver monthly and weekly reports for customer service, payment solutions, research and resolution, and court matters
• Handle second‑tier escalations to resolve complex customer issues
• Participate in quality calibration sessions to ensure consistency in service standards
• Communicate and implement training updates to the team
• Facilitate regular coordination between leads and supervisors
• Attend Operations & Maintenance meetings for ticket updates and rollouts
• Manage team communications through dedicated chat platforms
• Enforce adherence to documented procedures and matrices
• Oversee lockbox management and reconciliation processes
• Collaborate with agents and research and resolution leads to set performance goals

• High school diploma or equivalent (associate or bachelor’s degree preferred)
• 2+ years of experience in customer service, collections, or related field
• Strong verbal and written communication skills
• Ability to multitask and manage time effectively in a fast‑paced environment
• Proficiency in using CRM systems and call center software
• Strong problem‑solving and conflict‑resolution skills
• Experience with payment processing or financial services
• Familiarity with court‑related customer service processes
• Bilingual (Spanish/English) is a plus
• Knowledge of S.M.A.R.T. goal setting and performance tracking