Customer Service Supervisor Our client is seeking a Customer Service Supervisor who can run a tight, efficient, high-volume department. This person needs thick skin, strong leadership instincts, and the ability to stay calm and decisive even when things get loud, messy, or urgent. You'll manage a team of five reps, set the tone, and make sure customers get top-tier service every single day.
Responsibilities:
Team Leadership Manage, mentor, and motivate a team of 5 customer service reps
Escalation Handling Take ownership of tough calls, upset customers, and high-pressure situations
Workflow Management Oversee daily operations, assign tasks, and ensure smooth coverage
Training & Development Coach reps, run refreshers, and maintain performance standards
Quality Control Review calls, emails, and tickets to ensure consistency and professionalism
Reporting Track KPIs, team performance, and customer satisfaction metrics
Cross-Department Collaboration Work with operations, sales, and management to resolve issues quickly
Process Improvement Identify bottlenecks and recommend better systems or workflows
Qualifications:
Leadership Experience Prior team lead or supervisor experience strongly preferred
Thick Skin Able to handle pressure, conflict, and demanding customers
Communication Skills Clear, confident, and steady under stress
Organization Skilled at managing people, tasks, and shifting priorities
Tech Proficiency Comfortable with CRM systems, ticketing platforms, and Microsoft Office
Strong problem-solving and decision-making abilities
Experience in a fast-paced environment
