Customer Care Supervisor

Customer Care Supervisor The Customer Care Supervisor leads a team responsible for delivering exceptional customer experiences through proactive account management, issue resolution, retention support, and operational excellence. This role drives team performance through coaching, accountability, quality management, and KPI ownership while partnering cross-functionally to improve customer experience and business outcomes. This is a hands-on leadership role in which Supervisors balance team leadership responsibilities with direct operational contributions aligned to business needs.What Success Looks LikeWithin the first 90 days, a successful Supervisor will:Establish a consistent coaching cadence with all direct reportsDemonstrate measurable improvement in team productivity, quality or customer retention metricsReduce escalations through proactive issue identification and coachingBuild strong cross-functional partnerships that improve customer issue resolutionDemonstrate accountability, urgency and leadership presence within the operationKey ResponsibilitiesTeam Leadership Supervise, mentor, and develop a team of 815 Customer Care employeesDeliver regular coaching, conduct performance reviews, and support individual development plansAssign and adjust workload based on call or case volume, staffing levels, and shifting business prioritiesServe as the first point of escalation for customer and employee issues, ensuring fast and effective resolutionPerformance & Quality Drive a culture of quality and accountability through audit reviews, coaching, SLA adherence, documentation accuracy, and consistent execution of standard operating procedures.Drive consistent achievement of productivity, quality, customer satisfaction, and retention goals through proactive performance management and coaching.Ensure customer interactions consistently meet quality, responsiveness, and professionalism standards.Interpret performance reports to identify trends, coach to gaps, and recognize top performersCustomer Experience Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when neededEffectively develop and use available reporting resources such as PowerBI, Salesforce to identify performance trends and develop coaching tactics to help drive improvement in performance and reduce cancellationsOperational Excellence Manage daily administrative functions including scheduling, attendance tracking, and case queue oversightEnsure team compliance with company policies, procedures, and applicable regulationsCoach and develop employees to meet and exceed KPIs/Goals for the businessSupport customer retention by coaching employees about opportunities to save customers along with de-escalations techniquesPartner cross-functionally to escalate and resolve systemic customer service challengesContinuous Improvement Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiencyContribute to the development and refinement of SOPs, call scripts, and training materialsRequirementsExperience3+ 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 targetsExperience writing and delivering performance feedback and conducting formal performance conversationsExposure to workforce management concepts including scheduling, occupancy, and volume forecastingExperience leveraging CRM platforms, reporting tools, and contact center technologies to drive operational performance.Leadership CompetenciesHighly accountable, customer-focused leader who thrives in fast-paced environments and demonstrates ownership, adaptability, urgency, and a servant leadership mindsetDevelops high-performing teams through consistent coaching, transparent accountability, and data-driven decision makingLeads with professionalism, empathy, operational discipline, and a strong focus on customer experience and retention outcomesStrong problem-solving and conflict resolution skills with the ability to remain composed and make sound decisions under pressureEffective communicator with strong verbal, written, and one-on-one coaching capabilitiesAble to interpret performance dashboards, quality metrics, and reporting insights to drive continuous improvement and operational performanceHighly organized and detail-oriented with the ability to manage multiple priorities and follow through with accountabilityExperience with or willingness to adopt quality monitoring tools, customer satisfaction frameworks, and continuous improvement practicesPreferredFrontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs)Familiarity with NPS methodology and customer retention practicesWhat We OfferMedical, Dental, Vision which start day one401(k) match of 50% up to 6%Life insuranceDisabilityUnlimited Paid Time AwayParental leaveAdditional voluntary benefitsCareer progression opportunitiesCoaching and professional development$57,143 - $57,143 a yearQuench offers salary, commission, 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.Applicants Beware of fake job offers falsely claiming affiliation with our company.We never request banking details or other personally identifiable information during interviews.Our recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.Official emails are from our domain. Our approved emails will come from @quenchwater.com or @culliganquench.com.Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.