Customer Care Supervisor

Our Story

We're part of the Renewal by Andersen network - one of the most respected names in window and door replacement - and there's no better time to join. We've built a culture where people stick around: strong leadership, a great team, and real investment in your growth. We're backed by 120+ years of Andersen craftsmanship, and we're not just filling a role.

We're looking for someone to grow with us.

At Renewal by Andersen, we are committed to delivering an exceptional home improvement experience from start to finish. The Customer Care Supervisor plays a critical leadership role in ensuring that promise is upheld by guiding, coaching, and developing our Customer Care team while also serving as a point of escalation for complex customer matters.

This position balances team leadership and operational oversight. You'll lead a team of 10-15 Customer Care Coordinators in a collaborative, in-office environment focused on accountability and delivering a best-in-class customer experience. This role reports directly to the Customer Care Manager, who provides guidance on coaching, training, and policy decisions.

• Competitive Compensation: Salary ranging between $60,000-$70,000 based on experience and leadership background.
• Comprehensive Benefits Package: Health, dental, vision, and long-term disability coverage.
• 401(k) with Company Match: Competitive company contributions to support your financial future.
• Paid Time Off & Holidays: Generous PTO and 6 company-paid holidays to promote work-life balance.
• Collaborative Culture: Be part of a supportive, team-oriented environment focused on service excellence.

• Lead & Develop Team: Oversee daily operations of 10-15 Customer Care Coordinators to ensure productivity and policy adherence. Provide coaching and performance feedback in partnership with the Customer Care Manager.
• Performance & Quality Management: Monitor KPIs, conduct QA evaluations and call monitoring, maintain documentation, and proactively address performance trends.
• Escalation & Issue Resolution: Serve as the primary point of contact for complex or high-impact customer concerns, including returned product investigations.
• Talent Support: Assist with hiring, interviewing, onboarding and training new team members. Identify training needs and partner with the Customer Care Manager to address them.
• Cross-Functional Collaboration: Partner with Accounting, Production, Sales, and other departments to resolve customer matters effectively.
• Team Engagement & Culture: Promote morale, accountability, retention, and a positive team environment.
• Process Improvement: Continuously evaluate and improve operational processes; occasionally conduct job site visits for team training purposes.
• Additional Support: Step in to support Customer Care I-III responsibilities and perform other duties as assigned.

• Experience: 2-5+ years of customer service or support experience; prior leadership or supervisory experience strongly preferred.
• Customer-Centric Mindset: Strong understanding of the customer lifecycle and ability to balance customer experience with business objectives.
• Communication & Conflict Resolution: Excellent written and verbal communication skills with the ability to de-escalate concerns and protect company interest.
• Critical Thinking & Decision-Making: Proven ability to assess complex situations, exercise sound judgment, and implement effective solutions in time-sensitive environments.
• Organization & Execution: Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced setting.
• Industry Experience (Preferred): Background in construction, home improvement, customer success, or project/process improvement…