Supervisor, Customer Service

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Supervisor, Customer Service based in the United States.

Join a customer-focused organization dedicated to delivering exceptional service and building lasting relationships with its customers and partners. As a Supervisor, Customer Service, you will lead, coach, and develop a team of customer service professionals while driving operational excellence and employee engagement. You will oversee daily workflows, ensure accurate and timely service delivery, and maintain high-quality standards across multiple service channels. Working closely with cross-functional teams, you will identify opportunities to streamline processes, resolve escalated issues, and improve the overall customer experience. You will also contribute to departmental planning, budget management, and strategic initiatives that support broader business objectives. This fully remote opportunity is ideal for an experienced leader who combines strong people management skills with analytical thinking and a passion for continuous improvement.

Accountabilities

Lead and develop the team: Supervise, evaluate, coach, and support customer service employees to achieve performance targets, strengthen engagement, and improve customer satisfaction.
Oversee daily operations: Monitor workflows and team performance to ensure accurate, consistent, and timely processing across assigned business functions and service channels. Allocate resources effectively to maintain balanced coverage and operational efficiency.
Establish service standards: Develop, maintain, and monitor procedures, processes, and performance standards to promote consistent service quality, operational accuracy, and measurable results.
Strengthen communication and alignment: Maintain effective communication within the team and with other departments, ensuring employees understand organizational priorities and how their contributions support business goals.
Identify and resolve service issues: Monitor customer trends, identify emerging operational challenges, escalate issues when necessary, and recommend improvements to systems and procedures that enhance service delivery.
Provide operational expertise: Serve as a subject matter expert on call handling processes and customer service procedures, helping team members resolve complex questions and follow established guidelines.
Manage budgets and improve efficiency: Support budget development, monitor departmental expenses, and identify cost-saving opportunities that preserve or improve service quality.
Coordinate cross-functional activities: Partner with other teams to address workflow disruptions, production issues, special requests, and escalated customer inquiries.
Drive continuous improvement: Recommend and implement procedural, technological, and operational changes that improve productivity, customer satisfaction, and the overall effectiveness of the department.
Requirements
Education and experience: Bachelor's degree in a related field or equivalent professional experience, with at least two years of leadership experience in a business-related environment.
Leadership and people management: Demonstrated ability to supervise employees, provide constructive feedback, support professional development, and foster a positive and productive team environment.
Communication skills: Excellent written and verbal communication skills, with the ability to communicate effectively with employees, colleagues, and stakeholders at all organizational levels.
Organization and project management: Strong organizational skills and the ability to coordinate multiple priorities, manage workflows, and maintain consistent operational standards.
Analytical and problem-solving abilities: Experience evaluating work processes, identifying inefficiencies, analyzing operational challenges, and recommending practical improvements.
Technical proficiency: Proficiency with spreadsheet and word-processing applications, along with the ability to navigate and work effectively across multiple software systems.
Customer service knowledge: Familiarity with call center technology, customer service operations, and different servicing channels is preferred but not required.
Judgment and accountability: Ability to exercise discretion, make independent decisions, resolve operational issues, and take ownership of team performance and service outcomes.
Remote collaboration: Ability to remain engaged and communicate effectively in a virtual work environment, including maintaining camera presence during meetings when required to support collaboration and team alignment.
Benefits
Competitive salary: Annual salary range of $58,656–$108,078, depending on location, experience, and other job-related factors.
Potential additional compensation: Eligibility for bonuses and commissions may be available as part of the total compensation package.
Remote flexibility: Fully remote position, offering the opportunity to work from home within the United States.
Health and wellness benefits: Access to employee benefits, including healthcare-related coverage and other wellness offerings. Specific benefits and eligibility are subject to the applicable benefit plans.
Career development: Opportunity to strengthen leadership capabilities, improve customer service operations, and contribute to broader organizational initiatives.
Collaborative environment: Work with cross-functional teams in an organization that values employee engagement, inclusion, and service excellence.