Customer Service Supervisor

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