Customer Care Supervisor - Account Management

Customer Care Supervisor

The Customer Care Supervisor leads a team of 8–12 Customer Care Representatives responsible for managing contact center and/or subscription management. This role ensures daily operational excellence, delivers consistent coaching and development, and drives measurable improvement in customer satisfaction (NPS/CSAT) and retention outcomes. The Supervisor also partners cross-functionally to resolve issues, improve processes, and strengthen the overall customer experience.

What success looks like within the first 90 days:

• Build rapport and trust with their team through consistent 1:1 coaching, clear expectations, and transparent feedback
• Achieve or maintain team KPIs
• Demonstrate measurable improvement in team NPS/CSAT scores
• Reduce escalations by proactively identifying and closing skill gaps on the team
• Partner with peers and leadership to contribute to at least one process improvement initiative

Responsibilities:

• Team Leadership & Development: Supervise, mentor, and develop a team of 8–12 Customer Care Representatives; deliver regular coaching, conduct performance reviews, and support individual development plans; assign and adjust workload based on call volume, staffing levels, and shifting business priorities; serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution
• Performance & Quality Management: Track and analyze KPIs; own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed; monitor call and case handling to ensure timely, accurate, and high-quality customer interactions; interpret performance reports to identify trends, coach to gaps, and recognize top performers
• Operational Execution: Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight; ensure team compliance with company policies, procedures, and applicable regulations; support customer retention by coaching representatives on save motions and de-escalation techniques; partner cross-functionally to escalate and resolve systemic customer service challenges
• Process Improvement & Collaboration: Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency; contribute to the development and refinement of SOPs, call scripts, and training materials

Requirements:

• Experience: 3+ years of experience in a customer service leadership role, ideally within a contact center or subscription based, account management function; demonstrated track record of coaching teams to hit KPI targets; experience writing and delivering performance feedback and conducting formal performance conversations; exposure to workforce management concepts including scheduling, occupancy, and volume forecasting
• Skills & Competencies: Strong problem-solving skills with the ability to stay composed and make sound decisions under pressure; clear and professional communication skills — verbal, written, and one-on-one coaching; proficiency in Salesforce CRM and Microsoft Office; familiarity with telephony/contact center platforms (Ring Central); ability to interpret performance dashboards and reports to drive data-informed decisions; skilled in conflict resolution and escalation management for both customer and employee situations; highly organized, detail-oriented, and accountable — able to follow through on multiple priorities simultaneously; experience with or willingness to adopt quality monitoring tools and customer satisfaction measurement frameworks
• Preferred: Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs); familiarity with NPS methodology and customer retention practices

$57,143 - $57,143 a year

Quench offers competitive salary and benefits, and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.

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Equal Opportunity Employer

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