Customer Support Supervisor

Job Description

Job Description

Description

The Customer Success Supervisor ensures our customers not only receive exceptional service but also grow with Truly Good Foods. This role focuses on maximizing customer lifetime value through proactive relationship management, issue resolution, and process improvements that enhance the customer experience. The Supervisor leads their customer success team to deliver exceptional support, foster loyalty, and identify growth opportunities with existing accounts.

Key Responsibilities

Key Responsibilities

 
Customer Relationship Management & Growth
• Serve as the escalation point for complex customer issues, ensuring timely resolution and identifying root causes to prevent recurrence.
• Build strategic relationships with assigned accounts to increase engagement, retention, and upsell/cross-sell opportunities.
• Monitor customer health metrics and proactively address risks to satisfaction and retention.
• Partner with sales leadership to identify expansion opportunities within existing accounts.

Team Leadership & Development
• Lead, coach, and mentor customer success specialists to exceed service, retention, and growth KPIs.
• Conduct quarterly performance reviews and provide ongoing feedback.
• Oversee onboarding and continuous training to develop team expertise in products, services, and customer growth strategies.

Operational Excellence
• Analyze team performance data, customer feedback, and process efficiency to implement continuous improvements.
• Ensure accurate and timely order processing, invoicing, and credit resolution.
• Collaborate cross-functionally with supply chain, finance and marketing to ensure seamless customer experiences.

Customer Experience Optimization
• Develop and maintain customer playbooks and order guides.
• Create processes that anticipate customer needs and deliver added value at every interaction.
• Leverage CRM automation to deliver personalized follow-ups, re-engagement campaigns, and other key touchpoints.
Skills, Knowledge and Expertise

Scope of Responsibility
• This job will have periodic access to confidential data including wages and salaries, financial
statements, customer quotes, product costs, and company plans, designs, and/or programs.
• Directly supervises houly employees. Carries out supervisory responsibilities in accordance with the
organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training
employees; planning, assigning, and directing work; appraising performance; rewarding and
disciplining employees; addressing complaints and resolving problems.
• This job follows standard practices and procedures and is expected to accomplish work assignments
with a limited amount of supervision.

Knowledge and Skill Requirements
• Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization. Ability to read
and understand English.
• Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished
in written, oral, diagram, or schedule form.
• Computer Skills: To perform this job successfully, an individual should have a knowledge of
Microsoft Office Suite and CRM systems.

Education and Experience
• High school diploma or general education degree (GED); or four to five years related experience
and/or training; or equivalent combination of education and experience.
• Three plus years of supervisory experience.

Physical Demands
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by
this job include close vision. While performing the duties of this job, the employee is regularly required
to sit; use hands to feel; reach with hands and arms and talk or hear. The employee is occasionally
required to stand and walk.

Work Environment
• Work is performed in an office environment and disruptions occur infrequently.
• The noise level in the work environment is usually moderate.

Travel Required
• Once a year to attend the National Sales and Marketing Meeting. Travel by air or land
Benefits

Affordable healthcare (medical/dental/vision)
Opportunity to participate in the Health Savings Account (HSA), Health Reimbursement Account (HRA) and Flexible Spending Account (FSA)
Short Term Disability Insurance paid by the company
Basic life Insurance equals to your annual salary paid by the company
Employee Assistance Program – paid by the company
Long Term Disability Insurance
The opportunity to purchase additional voluntary insurance coverage for:
Life Insurance
Accident
Whole Life
Prepaid Legal
PTO (Paid Time Off)
9 Paid Holidays per year
401-k Plan (eligible after 6 months of employment)