Customer Service Supervisor

This is a newly created position designed to serve as the manager's right hand and assist with the day-to-day leadership and oversight of the customer service team.

The Supervisor will take ownership of daily team operations, allowing the manager to focus more heavily on higher-level initiatives and the bigger picture. This person will oversee a team of approximately 12 employees and should be comfortable working in a fast-paced customer service environment, handling escalations, monitoring performance, and determining priorities throughout the day.

• Provide day-to-day leadership and support for a team of approximately 12 Customer Service Representatives
• Monitor daily call activity, workload, and overall team performance
• Track and manage KPIs, metrics, and quality assurance (QA)
• Conduct regular 1:1 coaching sessions with team members
• Assist with employee training, development, and ongoing coaching
• Handle and help resolve customer escalations
• Identify priorities and make sound decisions when multiple issues arise simultaneously
• Hold team members accountable for performance and service expectations
• Partner closely with the manager on day-to-day operations and serve as a reliable second-in-command
• Help identify opportunities to improve team performance, customer experience, and internal processes

• Previous experience as a Customer Service Supervisor, Team Lead, or similar people-leadership role
• Direct call center leadership experience is preferred but not required
• Open to candidates who have previously worked as a Customer Service Representative in a call center and later progressed into a Lead or Supervisor position in another customer-facing environment
• Experience coaching employees, monitoring performance, handling escalations, and managing day-to-day team priorities
• Comfortable working with performance metrics and QA expectations

Personality and overall leadership aptitude are especially important for this hire. The ideal candidate will demonstrate:

• Strong critical-thinking and problem-solving skills
• Ability to remain composed and make decisions under pressure
• Strong judgment when determining what requires immediate attention
• Confidence handling escalated customer and employee situations
• Sharp, proactive, and able to operate without constant direction
• Strong communication and interpersonal skills
• Coachable and willing to learn the organization's processes