Customer Service Supervisor

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours

About the Role: We’re looking for a Customer Service Supervisor to own the customer experience end-to-end while leading a small customer service team. You’ll work directly with the Co-Founder and Strategy & Operations Associate to manage day-to-day customer operations, including inbound calls and emails, sales inquiries, shipping coordination, and post-sale follow-up. You’ll also coach a two-person customer service team, review their work, delegate daily priorities, and help ensure a consistently strong customer experience. This is a high-autonomy, startup-like environment suited to someone who enjoys wearing multiple hats, solving problems, developing a small team, and taking initiative. What You’ll Own Customer Service Leadership Lead and support a two-person customer service team. Review customer interactions and provide coaching and feedback. Delegate daily tasks and help the team stay focused on priorities. Customer Communication Handle customer and lead inquiries by phone and email. Spend up to half of the day communicating with customers by phone. Provide knowledgeable, professional support and answer product-related questions. Sales & Quoting Turn customer inquiries into quotes and sales opportunities. Answer customer questions and complete required paperwork. Support customers throughout the sales process. Post-Sale Support Coordinate shipping and delivery-related needs. Resolve delivery issues and help ensure a positive post-sale experience. Support customers through their initial experience with the company. Day-to-Day Operations Work closely with leadership on customer operations. Manage multiple priorities and solve problems as they arise. Identify opportunities to improve processes and contribute to the company's growth. Required Experience & Skills Strong customer service and communication skills. Comfortable working remotely and independently. Comfortable spending up to half of the day on the phone. Self-motivated, detail-oriented, and resourceful. Strong ability to manage multiple priorities. Experience in sales, customer support, and managing a small team is preferred. Familiarity with Google Workspace and Microsoft Office is a plus. Familiarity with public safety training or firearms industry products is a plus but not required. No formal education or specific experience requirements. What Makes You a Strong Fit You take ownership rather than waiting for instructions. You’re confident communicating with customers and handling different situations throughout the day. You enjoy coaching and developing a small team. You’re comfortable wearing multiple hats in a growing company. You’re resourceful and able to solve problems independently. You communicate proactively and keep leadership informed. You’re excited by the opportunity to contribute ideas and shape how a growing company operates.

What Success Looks Like: Customers receive responsive, knowledgeable, and professional support. The customer service team has clear direction, consistent coaching, and strong communication standards. Quotes, sales inquiries, paperwork, shipping, and post-sale needs are handled accurately and efficiently. Customer issues are identified and resolved proactively. Day-to-day customer operations run smoothly with minimal supervision. You actively identify opportunities to improve processes and create value as the company grows. Interview Process Initial Application Spark Hire One-Way Video Interview Client Interview Offer Stage