Customer Care Supervisor

** Customer Care Supervisor*
* ** Role Summary
** The Customer Care Supervisor is responsible for leading, developing, and holding accountable a team of up to seven Customer Care Specialists. This role creates a high-performing, customer-focused team through regular coaching, performance management, ongoing development, and clear expectations.

The Supervisor is accountable for team performance against established service, quality, productivity, and customer experience standards. The role provides guidance and removes barriers for team members, ensures consistent application of company policies and procedures, and supports the resolution of complex or escalated customer concerns. The Supervisor also identifies performance trends and opportunities for continuous improvement and partners with key stakeholders to deliver an effective and consistent customer experience.

** ESSENTIAL DUTIES
** The position includes, but is not limited to, the following essential job duties, responsibilities, and requirements:  
** Team Leadership & Development
*** Lead, coach, and develop a team of up to seven Customer Care Specialists, creating clear expectations for performance, behaviors, accountability, and customer service.
* Conduct regular one-on-one coaching and performance discussions to provide feedback, recognize strengths, address performance gaps, and support individual development.
* Establish individual and team goals aligned with Customer Care and company objectives and monitor progress against those goals.
* Build team capability through ongoing coaching, knowledge sharing, training reinforcement, and development opportunities.
* Create an environment that promotes engagement, collaboration, ownership, continuous improvement, and accountability.
* Recognize strong performance and proactively address performance or behavioral concerns in accordance with company practices.
* Support onboarding and development of new team members to ensure they have the knowledge, tools, and support required to succeed.
* Identify development opportunities and help employees build skills that prepare them for increased responsibility and future career growth.  
** Performance & Operational Accountability
*** Monitor team performance against established service levels, quality, productivity, customer satisfaction, and other key performance indicators.
* Use performance data and customer insights to identify trends, root causes, and opportunities to improve individual and team effectiveness.
* Develop and execute action plans when performance falls below expectations and follow through to ensure sustained improvement.
* Ensure team members consistently follow established processes, company policies, customer care standards, and documentation requirements.
* Manage workload and team priorities to support appropriate coverage and achievement of service-level commitments.
* Provide regular performance updates, trends, risks, and improvement opportunities to Customer Care leadership and appropriate business stakeholders.
* Encourage team ownership of customer concerns and reinforce effective problem-solving and decision-making at the appropriate level.  
** Customer Experience & Escalation Management
*** Provide coaching, guidance, and support to team members handling complex, sensitive, or escalated customer concerns.
* Serve as an escalation point when issues exceed a Customer Care Specialist's authority or require additional leadership support.
* Ensure escalated concerns are resolved appropriately, consistently, and in accordance with company guidelines.
* Review customer interactions and feedback to identify coaching opportunities, process gaps, and emerging customer experience trends.
* Reinforce professional, empathetic, accurate,…