Customer Service Operations Supervisor

Description

The Customer Service Operations Supervisor leads the operational backbone of Customer Service for Chemical Guys and Fast5

Xpress, owning quality assurance, escalated case and claims management, performance reporting, and process improvement. This role supervises one direct report, setting clear expectations, coaching to quality standards, and managing performance. Working closely with the Customer Service Manager and partners in Product Development, Logistics, Finance, and Fast5

Xpress, the Supervisor turns customer service data into practical improvements that reduce recurring issues and raise customer satisfaction. The role also plays a hands-on part in testing and refining AI, automation, and self-service tools as the department scales.

• Supervise, coach, and develop one direct report, including setting goals, holding regular one-on-ones and performance reviews, managing schedules, timekeeping, and meal and rest break compliance, and addressing performance issues in partnership with the Customer Service Manager.
• Conduct formal quality assurance (QA) audits of customer interactions across phone, email, Live Chat, Tik Tok Chat, and other channels, evaluating ticket quality, coding accuracy, documentation, and adherence to procedures, and deliver scorecards to Customer Service Team Lead and Manager based on the findings.
• Facilitate regular QA calibration sessions with the Customer Service Team Lead and Customer Service Manager to keep evaluations and scoring consistent, with the Customer Service Manager approving scoring standards.
• Oversee resolution of escalated customer issues, including Better Business Bureau (BBB) and executive escalations, coordinating with cross-functional teams to reach timely resolution.
• Review and resolve customer claims, including vehicle damage, shipping carrier, defective product, and replacement and refund requests, and manage chargebacks and disputes across sales channels within established approval limits, escalating vehicle damage claims involving potential liability to the Customer Service Manager and Legal or Risk.
• Track and analyze Customer Service key performance indicators (KPIs), including response time, resolution time, customer satisfaction (CSAT), talk time, handle time, one-touch resolution rate, open ticket volume, and QA scores, delivering weekly KPI reports and monthly QA summaries to leadership.
• Analyze service, claims, and quality data to identify trends, root causes, and risks, and recommend corrective actions and workforce planning decisions that improve customer experience and operational efficiency.
• Own Customer Service administrative and operational processes, creating and maintaining standard operating procedures (SOPs), process documentation, onboarding materials, and training resources.
• Investigate emerging customer, product, shipping, and logistics issues with Product Development, Logistics, Finance, and Marketing to resolve root causes and reduce recurring claims.
• Support implementation, testing, and optimization of new systems and AI-powered service tools, and recommend improvements to automation and self-service resources.

• Learn Customer Service workflows, systems, claims processes, and the team
• Meet one-on-one with the direct report and key cross-functional partners. Learn the CRM, ticketing, QA, KPI reporting, and escalation workflows. Review existing SOPs, metrics, and quality programs, and begin QA evaluations under established guidelines.
• Knows the team, systems, and workflows. First QA evaluations are completed and calibrated with the Customer Service Manager.

• Take ownership of QA, reporting, claims oversight, and team coaching
• Conduct QA evaluations and weekly…