Temporary Customer Success Supervisor

The Instant Teams Customer Success Department’s Mission is to increase sustainable and proven value for our customers, employees, and Instant Teams. The Supervisor is responsible for creating a positive image to all customers, internal and external, at all times. They will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction, and employee development. The Supervisor will enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability.

A Day in the Life

Supervising:

• Plan, prioritize, assign, supervise and review the work of a team of remote team members responsible for providing customer service or sales support
• Prepare daily work schedules (as needed),ensuring proper operational coverage at the Peer Coach/Remote Team Member levels. If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met
• Conduct regular quality assurance evaluations of team call interactions to ensure alignment with service standards and identify coaching opportunities
• Provide weekly/monthly status reports on employee performance
• Monitor team productivity against client work requirements
• Review and approve timesheets
• All other projects as assigned

Coaching /Team Development:

• Provide timely 1x1’s and coach on performance improvement opportunities
• Provide feedback and coaching on customer requirements/escalations
• Ensure KPI goals are met
• Assist with the continuing development of existing employees
• Uses creativity to develop an engaged workforce
• Assist in the implementation of goals and objectives; ensure adherence to policies and procedures
• Communicates with other departments and management to resolve problems and expedite work
• Respond to and resolve customer inquiries and complaints, both written correspondence and phone
• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner

Competencies

• Service-Oriented (We Serve with Excellence.)
• Lead from the front (We take Ownership.)
• Communication proficiency (We Communicate Mindfully.)
• Time management
• Collaborative
• Flexible (We Embrace Change Daily)
• Tech-savvy
• Fast-paced
• Self-starter
• Strong work ethic, ability to adapt to rapidly changing priorities
• Strong operational thought process (Intentional Curiosity)

Required Education and Experience

• 3 years of Customer Service experience (preferably in leadership role/capacity)
• 1 years of that experience in contact center work
• Demonstrated experience in leadership, facilitation and development of team members to meet or exceed customer experience objectives. Ability to interpret customer trends and communicate those effectively to the Customer Success Manager/Account Manager
• Intermediate knowledge/skills with software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack
• Strong interpersonal, organizational and communication skills. Ability to communicate with team members, customers, and management utilizing exceptional communication skills.
• Excellent time management skills and sensitivity to deadlines
• Flexibility with the ability to adapt to change
• Ability to ask effective questions and present information clearly and concisely.
• Understanding of KPI reports and experience presenting team goals and achievements. (Quality, Productivity results, Sales etc.)

Preferred Education and Experience

• Prior experience leading remote teams
• Experience in the contact center industry

Position Details:

• Pay Rate: $50,000 - $60,000 annualized and prorated
• Contract Length: September 21, 2026 - January 2026
• Training Schedule: Monday-Friday | 9:00 am-5:30 pm EST | Approximately 4 weeks
• Post-Training Schedule: Monday-Friday | 8:30-5:00 EST
• However, this schedule is subject to change based on client needs and requires availability between 8am-9pm EST.
• This position does require you to bring your own device (specific equipment specs given during interview)
• Laptop/Desktop
• Additional Monitor
• LAN Cable (Ability to hardwire)
• Mouse and Keyboard (Wireless recommended)
• Noise-Cancelling Headset

Compliance & Eligibility 

• Background & Screenings: Successful candidates must complete and pass a background check, credit check and drug screen prior to their start date
• Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 
• Work Environment:  
• Because this is a remote work role, you must have:
• A quiet, distraction-free work environment
• Reliable, high-speed internet (Min. 20 Mbps upload/download)
• A dedicated and private workspace that enables you to work independently and without interruptions. 
• Location: Due to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Iowa, Maine, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Dakota, Oregon, Philadelphia (PA), Rhode Island, Utah, Vermont, Washington

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge. 

Other Duties 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. 

From our military-connected to untapped talent communities, we welcome non-linear career paths and untraditional backgrounds and encourage applicants to apply even if they don't meet all the qualifications. If this role captivates you and speaks to your skills, apply away!