Customer Service Supervisor

Job Summary

The Customer Service Supervisor leads and motivates a team of Customer Service Representatives to deliver exceptional support across phone, email, and chat channels. This role balances team leadership with operational execution—monitoring team performance, resolving escalated issues, and optimizing daily workflows to ensure high customer satisfaction.

Key Responsibilities

• Team Leadership & Coaching: Hire, train, and onboard new representatives. Conduct regular 1-on-1s, monitor interaction quality (calls, tickets, chats), and provide actionable feedback to meet performance goals.
• Operational Oversight: Manage daily shift schedules, task delegation, and coverage to ensure SLA compliance (response times, queue length, resolution rates).
• Escalation Management: Serve as the point of escalation for complex or high-priority customer complaints, finding prompt and diplomatic resolutions.
• Process Improvement: Track key metrics, analyze trends, and collaborate with management to refine workflows and customer service policies.
• Cross-Departmental Collaboration: Work with Product, Logistics, and Sales teams to relay customer feedback and address systematic operational issues.

Requirements & Qualifications

• Education: High School Diploma required; Associate's or Bachelor's degree preferred.
• Experience: 3+ years in a customer service role, with at least 1–2 years in a leadership, supervisory, or team lead capacity.
• Technical Skills: Proficiency with CRM software (e.g., Salesforce, Zendesk, Freshdesk), ticketing systems, and MS Office / Google Workspace.
• Core Skills: Strong conflict-resolution, verbal/written communication, time management, and data analysis abilities.