Customer Care Supervisor. West Middlesex LilyLifestyle

North American Customer Care Manager

This position is a key member of the North American Customer Care organization. This role is responsible for fostering a high performance and high engagement environment where team members consistently deliver a world class customer experience through clear communication, consistent coaching, and strong leadership. Success requires a blend of critical thinking, customer focus, and the ability to lead a high-volume, performance-driven team.

Presently this position is in a hybrid status with a minimum of 1 day per month in the office for collaboration, teamwork, and business needs. The status and minimum in-office requirements are subject to change based on evolving business needs.

Working under limited supervision:

• Operations Management
• Provide effective supervisory leadership aligned with Pro Driven Global Brands policies and values, ensuring all customer care practices support a high quality, customer focused environment.
• Manage Service Level Agreements (SLAs) and quality metrics with a focus on continuous improvement and elevated customer satisfaction.
• Monitor capacity, workflow, and resource allocation to maintain response times across all inquiry types.
• Develop strategies to prevent backlogs resulting from increased volumes or staffing shortages.
• Identify the root-cause for process issues that impact SLA compliance and work cross-functionally to implement actions that resolve issues.
• Identify and eliminate barriers affecting accuracy, productivity, and quality, including executing routine service audits.
• Maintain clear and consistent communication to ensure team alignment with operational priorities, product knowledge updates, and customer expectations.
• Serve as the primary escalation point for complex or urgent customer matters, demonstrating professionalism, accountability, and commitment to timely resolution.
• Partner with internal teams to resolve customer inquiries and concerns.
• Support daily operations by assisting with calls, emails, or order entry when required.
• People Management
• Oversee timesheets, attendance, and schedule adherence to ensure proper staffing levels.
• Establish, communicate, and achieve individual and team performance goals.
• Conduct coaching sessions, performance evaluations, and structured development discussions to support continuous employee growth.
• Conduct documented monthly one-on-one meetings focused on performance, development, and key discussion topics.
• Identify training needs and ensure team members possess the skills, knowledge, and tools required to deliver exceptional customer experiences.
• Maintain accountability by applying policies and performance management practices consistently and fairly.
• Identify high potential team members and support their development toward expanded responsibilities or future leadership opportunities.
• Lead daily team meetings to review priorities, recognize accomplishments, discuss service insights, and promote engagement.
• Cultivate a collaborative and innovative team culture focused on operational excellence and exceptional customer outcomes.
• Customer Care Expectations
• Own the customer experience and act in ways that turn customers into promoters of our products and services.
• Identify and communicate opportunities to use technology or improve processes and systems to enhance service levels and enable automation.
• Provide timely, accurate, and transparent communication that establishes clear expectations for customers.
• Encourage customer adoption of available self service tools and resources.
• Demonstrate professionalism, resilience, and focus in a high volume, time sensitive environment.
• Win as a team by collaborating and embracing innovative ideas.
• Performs other duties as assigned within the scope of responsibilities and requirements of the job

Education, Licenses, and Certifications

• Bachelor's degree in Business Administration or a related field preferred or equivalent work experience required.

Years of Experience and Knowledge

• 3~5 years of direct experience required
• 5 years of direct experience managing a high-performing Customer Care, Product Support or similar organization required
• Proven ability to lead, develop, and scale teams in a fast-paced, customer-focused environment
• Strong analytical and problem-solving skills with a focus on data-driven decision-making
• Excellent communication and cross-functional collaboration skills

Skills and Abilities

• Intermediate level Microsoft Outlook, Word, PowerPoint skills
• Intermediate level Microsoft Excel skills
• Experience leading teams of 10 or more employees.
• Demonstrated ability to support teams handling diverse call types, including product questions and order entry.
• Strong interpersonal, verbal, and written communication skills with the ability to lead team meetings and collaborate cross functionally.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast paced setting.
• Leverage prior management experience to drive team…