Customer Solutions Supervisor

Key responsibilities: Supervise the performance of customer resolution staff and conduct team huddles to share priorities and service goals Act as the primary escalation contact for complex customer issues, ensuring consistent resolution strategies Monitor service levels and KPIs, producing performance reports and recommending process improvements

Required qualifications: Proven experience in a call center or customer support environment with direct involvement in issue resolution Previous leadership or supervisory experience strongly preferred Strong expertise in service recovery principles and root-cause analysis Demonstrated ability to manage high-level escalations with professionalism and empathy Proficiency with CRM platforms and workforce or case-management tools