Customer Service Supervisor

Customer Service Supervisor

The Customer Service Supervisor is responsible for leading and developing a team of Customer Service Coordinators to deliver an exceptional customer experience. This role oversees daily operations, monitors performance metrics, coaches team members, and ensures adherence to company policies and service standards. The Supervisor partners with leadership and cross-functional teams to improve processes, drive employee engagement, and support organizational goals.

Essential Duties and Responsibilities:

• Lead and supervise the daily operations of a team of Customer Service Representatives, ensuring service, productivity, quality, and attendance expectations are consistently met.
• Monitor workforce performance and operational metrics, including call volume, service levels, schedule adherence, average handle time, quality scores, and take appropriate action to achieve departmental goals.
• Coach, develop, and hold employees accountable through regular feedback, one-on-one meetings, performance evaluations, and corrective action or performance improvement plans when necessary.
• Drive employee performance and accountability by establishing clear expectations, conducting performance evaluations, recognizing achievements, addressing performance concerns, and developing performance improvement plans when necessary to support employee success.
• Serve as the primary escalation point for complex customer issues, resolving concerns professionally while balancing customer satisfaction and business objectives.
• Partner with Training, Quality Assurance, Workforce Management, and Operations teams to support employee development, process improvements, and the successful implementation of business initiatives.
• Foster a positive, customer-focused culture that promotes employee engagement, continuous improvement, teamwork, accountability, and adherence to company policies and service standards.

Experience and Minimum Qualifications:

• High school diploma or equivalent.
• 3+ years of experience in service administration, call center operations, or related roles; previous supervisory or team lead experience strongly preferred.
• Strong organizational and multitasking abilities with a proven ability to manage team workflows.
• Excellent written and verbal communication skills.
• High attention to detail and accuracy.
• Ability to coach, motivate, and hold team members accountable.
• Proficiency using Microsoft Office Suite.
• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities or Certifications:

• Ability to type at least 50 words per minute.
• Experience in the home improvement/construction industry.
• Experience working in a direct-to-consumer organization

Travel Requirements:

• No travel required.

Overtime/Additional Hours Requirements:

• Additional hours may be required (exempt positions).

Physical Requirements:

• Normal office environment.
• Performs indoor work in a climate-controlled environment.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Diversity and Inclusion Statement:

Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

Equal Opportunity Statement:

Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the