Customer Support Supervisor

Customer Support Supervisor

Join Trulieve – Where Passion Meets Purpose If you're interested in being part of one of the nation's fastest-growing industries, Trulieve may be the perfect place for you. We are proud to be recognized on TIME's America's Best Companies 2026 List, an honor awarded to top-performing U.S. organizations based on employee satisfaction, financial strength, and sustainability transparency. Trulieve was one of only two cannabis companies to receive this distinction. If you have passion for helping others and want to make a meaningful impact through your work, this may be the role for you. At Trulieve, we strive to bring our patients the relief they need in products they can trust. Our plants are hand-grown in carefully controlled environments designed to minimize unwanted chemicals and pests, keeping the cultivation process as natural as possible every step of the way.

ROLE SUMMARY: The Customer Support Supervisor is responsible for leading a team of Senior Customer Support Representatives, ensuring day-to-day performance, coaching, and execution of service standards. This role plays a critical part in maintaining operational consistency, supporting team development, and reinforcing a customer-centric culture. Supervisors are expected to balance people leadership with frontline support, actively contributing to customer interactions during high-volume periods.

KEY RESPONSIBILITIES:

• Lead and coach a team of Senior Customer Support Representatives, driving performance against service, quality, and productivity metrics.
• Provide ongoing coaching, feedback, and development to improve team effectiveness and engagement.
• Monitor real-time performance and adjust team priorities to meet service level expectations.
• Manage and resolve escalations, ensuring timely and accurate resolution.
• Conduct team huddles, training sessions, and performance discussions.
• Support performance management processes, including corrective action and recognition.
• Actively support inbound calls, chats, webforms, and assist queue during peak volumes.
• Provide real-time support to Senior Representatives handling escalations or complex issues.
• Partner with the Senior Customer Support Supervisor to execute operational priorities and process improvements.
• Collaborate with internal stakeholders to resolve issues impacting customer experience.
• Support implementation of new processes, tools, and initiatives within the team.
• Participate in special projects and initiatives as assigned.

SKILLS AND QUALIFICATIONS:

• Demonstrates strong commitment to delivering high-quality customer experience; able to coach teams to consistently meet service and quality standards.
• Proven ability to coach, develop, and manage performance of team members, including delivering feedback, driving accountability, and improving engagement.
• Ability to manage day-to-day operations in a fast-paced environment, including real-time queue monitoring, workload balancing, and priority setting.
• Demonstrated ability to effectively handle and support calls, chats, webforms, and assist queue interactions during peak periods.
• Strong analytical skills with the ability to assess situations quickly, resolve escalations, and make sound decisions in real time.
• Experience managing KPIs, service levels, and individual/team performance metrics to drive results.
• Ability to communicate clearly and effectively across all levels of the organization and collaborate cross-functionally to resolve issues.
• Comfortable operating in a dynamic environment with shifting priorities, demonstrating ownership of both team performance and frontline support.

PHYSICAL REQUIREMENTS:

• Occasionally required to move/traverse throughout entire facility, including tight spaces.
• Accurately communicate and exchange sensitive information and ideas with others, including members of the public; observe/inspect details at varying ranges; operate computing devices
• Occasionally required to manipulate objects of varying sizes and weights (e.g., products, packaging, tools, office machinery): push/pull objects up to 50lbs; lift/carry/position objects up to 50 lbs.; ascend/descend stool/ladder/steps; position self and/or objects at floor level (e.g., crouch, stoop, kneel, crawl).
• Must have visual and auditory acuity with or without aids to perform all functions of the position.
• Frequently required to remain in a seated position.

REQUIRED/PREFERRED EXPERIENCE:

• 1-2+ years of experience leading teams and managing operational processes within a call center environment.
• Bilingual (Spanish) is a plus.

ADDITIONAL MINIMUM QUALIFICATIONS:

• Must be able to pass a level 1 and level 2 background check.
• Must be at least 21 years of age.
• Must function independently, and have flexibility, personal integrity, and the ability to work effectively with team members, business partners and external customers.
• Must be able to relate to and work effectively with patrons of diverse ages and abilities, including those who may be experiencing emotional distress or displaying challenging, confrontational, or uncooperative behavior.

WORK REQUIREMENTS:

• 40+ hours weekly with flexible hours depending on business needs. Must be available to work occasional evenings, weekends, and holidays.

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position. Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.