Customer Operations Supervisor

Customer Operations Supervisor

Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a boxit's delivering what's right for our customers, their customers, our people, and the planet.

About the Role

The Customer Operations Supervisor leads a team responsible for customer support, order processing, and order management. This role ensures daily operations run smoothly, service standards are consistently met, and accurate reporting is maintained. The supervisor provides leadership and coaching to the team, resolves escalated issues, and drives continuous improvement in both customer experience and operational efficiency.

Ideal candidates are detail oriented leaders who enjoy mentoring others, optimizing processes, and collaborating across departments to deliver exceptional service and support.

What You'll Do

• Supervise, coach, and develop a team of customer service representatives.
• Monitor daily operations to ensure service levels, response times, and quality standards are met.
• Handle escalated customer inquiries and resolve complex issues in a timely, professional manner.
• Analyze performance metrics and identify trends to improve processes and customer satisfaction.
• Conduct regular team meetings, training sessions, and performance evaluations.
• Collaborate with other departments to address customer concerns and improve workflows.
• Maintain up-to-date knowledge of company products, services, and policies.
• Assist in developing and implementing customer service procedures and best practices.
• Ensure compliance with company standards, policies, and regulatory requirements.
• Support the manager and contribute to special projects or initiatives as business needs evolve.

What You'll Need

• Associate's or Bachelor's degree in Business, Operations, or related field (or equivalent experience).
• 35 years of customer service/operations experience, with at least 2-3 years in a leadership role.
• Strong leadership, coaching, and conflict resolution skills.
• Strong organizational, communication, and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Detail-oriented with the ability to manage multiple tasks and deadlines.
• Ability to analyze data and make informed decisions.
• Proficiency with customer service software, CRM systems, and Microsoft Office.

Key Competencies

• Leadership and team development.
• Problem-solving and decision-making.
• Customer-focused mindset.
• Time management and organizational skills.
• Adaptability in a fast-paced environment.

Working Environment & Physical Demands

Office-based, 4 days in office. May require flexible scheduling, including evenings or weekends depending on business needs. Travel 25%.

What We Offer

The salary range for this role is $40-$46 USD per hour; however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. At Packsize, we're committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.

If this role excites you but you don't meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.