Customer Service Supervisor

Customer Service Supervisor

Billshark | Full-Time | $50,000 – $60,000 annually

About Billshark

Billshark is a fast-growing fintech company on a mission to help everyday Americans save money on their bills. We negotiate on behalf of our customers so they don't have to, and our Customer Service team is central to delivering that experience. We're looking for a motivated, organized Customer Service Supervisor to keep our service operation running smoothly and our customers genuinely happy.

The Opportunity

This is a hands-on supervisory role with real impact. You'll be responsible for the day-to-day oversight of our customer service operation, monitoring ticket queues, coaching representatives, maintaining quality standards, and making sure every customer interaction reflects the best of Billshark. As the team grows, so will your role.

If you're an experienced customer service professional who's ready to step into a leadership seat and take ownership of a team's performance. We want to hear from you.

What You'll Do

Team Oversight & Coaching

• Supervise and support a team of Customer Service Representatives in their daily work
• Assist agents with escalated or difficult customer situations
• Review ticket responses to ensure quality, accuracy, and professionalism
• Help foster a positive, collaborative team culture

SLA & Quality Management

• Monitor and enforce internal and external SLA response times across direct and partner channels
• Ensure all customer interactions meet Billshark's standards for clarity, politeness, and professionalism

Platform Management (Freshdesk)

• Serve as the day-to-day administrator of our Freshdesk ticketing platform
• Identify and implement workflow improvements to increase team efficiency
• Keep customer-facing email templates (Freshdesk and SendGrid) accurate and up to date

Reputation Management (Birdeye)

• Monitor and respond to all public customer reviews within 24 hours
• Monitor and respond to all private reviews within 48 hours
• Maintain and improve Billshark's online reputation score

Reporting & Process Improvement

• Deliver monthly reports on ticket volume, response times, and common inquiry trends
• Continuously document and update the customer journey across direct and partner flows
• Identify opportunities to streamline processes and improve the overall customer experience

Customer Experience Metrics

• Help maintain NPS and CSAT targets that reflect a high-quality customer experience

What We're Looking For

Required:

• 2 years in a customer service role, with at least 1 year in a lead or supervisory capacity
• Experience working within a customer service ticketing platform (Freshdesk experience a strong plus)
• Familiarity with customer satisfaction metrics such as CSAT and NPS
• Strong attention to detail with a high degree of accuracy in written communication
• Ability to stay calm, professional, and solution-focused in stressful situations
• Self-starter who can manage multiple priorities in a fast-paced environment
• Proficiency in Google Workspace and comfort learning new tools and platforms

Nice to Have:

• Experience with Birdeye or a similar reputation management platform
• Background in fintech, financial services, or subscription-based businesses
• Familiarity with SendGrid or similar email delivery platforms

Benefits

• Medical
• Dental
• Vision
• 401k
• PTO

Why Billshark?

• Clear ownership - You'll have genuine responsibility over the team's daily performance and quality
• Room to grow - As we scale, there is a direct path to broader leadership for the right person
• Meaningful work - Every customer interaction you oversee helps someone save real money
• Supportive environment - A lean, collaborative team where your contributions are visible and valued

Billshark is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.