Customer Care Supervisor

ProDriven Global Brands Customer Care Manager

This position is a key member of the North American Customer Care organization. This role is responsible for fostering a high-performance and high-engagement environment where team members consistently deliver a world-class customer experience through clear communication, consistent coaching, and strong leadership. Success requires a blend of critical thinking, customer focus, and the ability to lead a high-volume, performance-driven team.

Presently this position is in a hybrid status with a minimum of 1 day per week in the office for collaboration, teamwork, and business needs. The status and minimum in-office requirements are subject to change based on evolving business needs.

Responsibilities

• Working under limited supervision:
• Operations Management
• Provide effective supervisory leadership aligned with ProDriven Global Brands policies and values, ensuring all customer care practices support a high-quality, customer-focused environment.
• Manage Service Level Agreements (SLAs) and quality metrics with a focus on continuous improvement and elevated customer satisfaction.
• Monitor capacity, workflow, and resource allocation to maintain response times across all inquiry types.
• Develop strategies to prevent backlogs resulting from increased volumes or staffing shortages.
• Identify the root-cause for process issues that impact SLA compliance and work cross-functionally to implement actions that resolve issues.
• Identify and eliminate barriers affecting accuracy, productivity, and quality, including executing routine service audits.
• Maintain clear and consistent communication to ensure team alignment with operational priorities, product knowledge updates, and customer expectations.
• Serve as the primary escalation point for complex or urgent customer matters, demonstrating professionalism, accountability, and commitment to timely resolution.
• Partner with internal teams to resolve customer inquiries and concerns.
• Support daily operations by assisting with calls, emails, or order entry when required.
• People Management
• Oversee timesheets, attendance, and schedule adherence to ensure proper staffing levels.
• Establish, communicate, and achieve individual and team performance goals.
• Conduct coaching sessions, performance evaluations, and structured development discussions to support continuous employee growth.
• Conduct documented monthly one-on-one meetings focused on performance, development, and key discussion topics.
• Identify training needs and ensure team members possess the skills, knowledge, and tools required to deliver exceptional customer experiences.
• Maintain accountability by applying policies and performance management practices consistently and fairly.
• Identify high-potential team members and support their development toward expanded responsibilities or future leadership opportunities.
• Lead daily team meetings to review priorities, recognize accomplishments, discuss service insights, and promote engagement.
• Cultivate a collaborative and innovative team culture focused on operational excellence and exceptional customer outcomes.
• Customer Care Expectations
• Own the customer experience and act in ways that turn customers into promoters of our products and services.
• Identify and communicate opportunities to use technology or improve processes and systems to enhance service levels and enable automation.
• Provide timely, accurate, and transparent communication that establishes clear expectations for customers.
• Encourage customer adoption of available self-service tools and resources.
• Demonstrate professionalism, resilience, and focus in a high-volume, time-sensitive environment.
• Win as a team by collaborating and embracing innovative ideas.
• Performs other duties as assigned within the scope of responsibilities and requirements of the job.
• Performs essential job functions and duties with or without reasonable accommodation

Qualifications

Education, Licenses, and Certifications

• Bachelor's degree in Business Administration or a related field preferred or equivalent work experience required.

Years of Experience and Knowledge

• 3~5 years of direct experience required
• 5 years of direct experience managing a high-performing Customer Care, Product Support or similar organization required
• Proven ability to lead, develop, and scale teams in a fast-paced, customer-focused environment
• Strong analytical and problem-solving skills with a focus on data-driven decision-making
• Excellent communication and cross-functional collaboration skills

Skills and Abilities

• Intermediate level Microsoft Outlook, Word, PowerPoint skills
• Intermediate level Microsoft Excel skills
• Experience leading teams of 10 or more employees.
• Demonstrated ability to support teams handling diverse call types, including product questions and order entry.
• Strong interpersonal, verbal, and written communication skills with the ability to lead team meetings and collaborate cross-functionally.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced setting.
• Leverage prior management experience to drive team performance, accountability, and continuous improvement initiatives
• Foster a culture of professionalism, accountability, and customer-first mindset across the team

Travel Requirements

• 0% ~ 10% travel domestically required

EEO Statement

ProDriven Global Brands is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. ProDriven Global Brands is an equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants to ProDriven Global Brands are considered for employment without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status or any other protected characteristic. ProDriven Global Brands will not tolerate discrimination or harassment of any kind based on these characteristics.