The Customer Service Supervisor will lead a remote team supporting customers through phone, email, and live chat. You will coordinate daily workloads, coach representatives, and help resolve escalated enquiries while maintaining consistent service standards.
The role combines people management, quality assurance, and operational reporting. Working with other departments, you will identify recurring customer problems, improve support procedures, and ensure representatives have the information and guidance needed to handle enquiries effectively.
Responsibilities:
Supervise daily support activities and distribute work according to demand and team availability.
Monitor queues, response times, unresolved cases, and staffing coverage.
Coach representatives through regular feedback, one-to-one meetings, and practical training.
Review customer interactions for accuracy, professionalism, and adherence to procedures.
Handle escalated complaints and coordinate resolutions with the appropriate departments.
Support onboarding and help new employees learn products, systems, and service expectations.
Maintain clear escalation procedures and up-to-date support documentation.
Track customer satisfaction, resolution quality, and repeat contacts alongside productivity measures.
Prepare reports explaining performance trends, workload challenges, and improvement opportunities.
Coordinate schedules, breaks, and leave requests to maintain appropriate coverage.
Identify recurring issues and recommend changes to products, communications, or internal processes.
Follow company procedures for handling customer information and reviewing employee performance.
Requirements:
Three to five years of customer service experience.
At least one year of experience supervising, coaching, or leading a support team.
Strong written and verbal communication skills.
Experience handling complaints and managing difficult conversations calmly.
Familiarity with CRM platforms, ticketing systems, and contact-center reporting.
Ability to interpret service metrics and use quality reviews to guide coaching.
Strong organization, prioritization, and follow-through.
Experience collaborating with departments such as sales, billing, or technical support.
Ability to lead a distributed team and communicate expectations clearly.
Availability for the agreed shift pattern and rotational weekend coverage.
Residence in an employer-approved US state and authorization to work in the United States.
Preferred qualifications:
Experience supervising a remote or multichannel support team.
Familiarity with platforms such as Zendesk, Salesforce Service Cloud, or Freshdesk.
Experience with workforce scheduling and quality‑assurance programs.
A record of improving customer satisfaction or reducing repeat enquiries.
Relevant leadership or customer service training.
Work eligibility: The employer must confirm eligible states and whether visa sponsorship is available.
Benefits & Perks:
Annual base salary of $60,000–$80,000, depending on experience and location.
Medical, dental, and vision insurance.
A 401(k) retirement plan with an employer contribution.
Fifteen days of paid time off, plus company holidays.
Company-provided laptop, headset, and required software.
Monthly internet reimbursement.
Leadership training and professional-development opportunities.
Predictable schedules communicated in advance.
Regular feedback and opportunities to progress into customer service management.
