Customer Solutions Supervisor

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Customer Solutions
- Other Full Time Remote, US

Salary Range: $23.00 To $24.00 Hourly

Position Title: Customer Solutions Supervisor

Department: Customer Solutions

Hourly Rate:$23.00-$24.00

Location: Remote

Schedule: 9:00 AM - 6:00 PM ET (Monday, Tuesday, Thursday, Friday, Saturday; OFF on Wednesday and Sunday)

Reports To: Customer Solutions Manager

Installation Made Easy (“IME”) provides software and process management that enable retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience.

The Customer Solutions Supervisor leads a team of resolution specialists and customer service representatives to ensure timely, effective handling of escalated customer issues and overall high-quality service delivery. This role focuses on daily operational supervision, coaching, workflow optimization, and acting as a key escalation point for complex customer concerns.

Key Daily Responsibilities

• Supervise the day-to-day performance of customer resolution staff.
• Conduct team huddles to share priorities, operational updates, and service goals.
• Coach, mentor, and provide performance feedback to team members.
• Act as primary escalation contact for complex or high-impact customer issues.
• Ensure consistent, professional resolution strategies aligned with policies.
• Monitor escalations and track outcomes to improve customer experience.

Operational Oversight & Reporting

• Monitor call queues, case backlogs, service levels, and KPIs (e.g., response time, resolution time, customer satisfaction).
• Produce daily/weekly performance and trend reports for leadership.
• Recommend staffing or process adjustments to meet service targets.

Quality Assurance & Training

• Review interactions (calls, emails, chats) to ensure quality and compliance.
• Identify coaching opportunities and drive quality improvement initiatives.
• Identify ongoing training opportunities and drive efficiencies.

Collaboration & Process Improvement

• Work cross-functionally with operations, products, and other departments to solve systemic issues.
• Drive improvements to customer processes, workflows, tools, and escalation policies.
• Address root causes of recurring customer problems.

Customer Experience Focus

• Model professional, empathetic communication and problem-solving.
• Ensure team consistently delivers excellent service that aligns with organizational expectations.

Minimum Qualifications:

• Proven experience in a call center or customer support environment, with direct involvement in issue resolution and escalations
• Previous leadership or supervisory experience (formal or acting) strongly preferred
• Strong expertise in service recovery principles and root-cause analysis, with the ability to translate insights into process improvements
• Demonstrated ability to manage high-level escalations and complex customer cases with professionalism, empathy, and sound judgment
• Excellent communication and conflict-resolution skills, including de-escalation and negotiation
• Strong analytical and problem-solving skills, with the ability to assess trends and recommend corrective actions
• Experience coaching, mentoring, and performance-managing staff, while upholding quality and service standards
• Comfortable working with performance metrics, QA data, and reporting to drive accountability and improvement
• Proficiency with CRM platforms and workforce or case-management tools
• High attention to detail with strong organizational and time-management skills, including prioritization of competing escalations
• Ability to work independently in a fully remote environment, maintaining productivity and leadership presence
• Quiet, dedicated home workspace free from background noise and distractions
• Reliable high-speed internet connection

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

Benefits to working with IME:

• 100% remote work environment
• Employer provided equipment.
• Medical, dental, and vision insurance
  • Health savings plan includes employer contribution to health savings account.
• Medical and dental flexible spending accounts
• Company paid basic life, short-term disability, and long-term disability insurance.
• 401K plan with employer match
  • Company matches 100% of the first 4% of salary…