Customer Support Supervisor

About This Role:

This role goes beyond managing call queues and emails, you’ll be a hands-on leader who helps shape the customer’s experience. We need a leader who genuinely cares about people, someone who can guide, support, and help our agents overcome challenges and feel empowered. The ideal person for this role will lead by example and will actively look for ways to boost team performance and is dedicated to building a positive and collaborative team culture.

This is a critical role both within our team and for the departments we work with. Your leadership will shape how our team performs and how customers feel about the K&N brand.

What You Will Do - Key Responsibilities:

Lead and Develop Your Team: Coach, mentor, and provide regular feedback to Customer Service Agents. Monitor call and email quality, identify areas of growth, and support your team’s strengths.

Manage Daily Operations: Provide leadership and oversight of the day-to-day operations in the call center, strategically manage agent schedules and queue coverage to meet customer demand.

Promote Performance: Review and support team members and the department to make sure performance aligns with KPIs and identify trends for improvement. You’ll work closely with our Customer Service Lead and Senior Customer Service Supervisor on new hire training and ongoing improvement initiatives.

Expert Problem Solver: Serve as the primary point of escalation for complex customer concerns, resolving conflicts and identifying solutions to challenging situations with professionalism.

Promote and Foster a Positive Culture: Create a team environment where people feel supported and connected, both inside and outside of the department.

Team Administration Ownership: Review and verify that your team maintains their assigned schedules. Review and approve time-off requests with our Senior Customer Service Supervisor and verify/authorize account credits within your approval limits.

Supporting Internal Business Partners: Work with team members to provide active support for calls and emails as needed, and act as a main point of contact and provide support for other departments.

What You Bring - Skills and Experience:

Required

• Proven experience in a call center supervisory or lead role
• A passion for coaching and developing employees
• Excellent customer communication skills, both written and verbal, with the ability to represent our company and brands positively
• Strong multitasking and organizational leadership skills that demonstrate you are able to handle multiple duties and see projects through to completion
• Reliable and dependable nature with the ability to adapt to changing business needs and department focus
• Proficiency with Microsoft Office applications such as Word, Excel, Outlook, and Teams
• Be familiar with CRM systems and modern call center phone technology, including VOIP and cloud-based IVR routing systems.

Bonus Points - We would like it if you had the following

• Automotive experience or a passion for the automotive and powersports worlds
• Knowledge of the K&N Business Management System

Our Work Environment and Why You’ll Love It Here

We are a team that works to support one another and believe we are doing good work. We focus on getting the job done effectively and promoting positive change that helps everyone grow. This is a primarily remote position offering flexibility.

To keep our team connected, this role requires you to live in the state of Texas and be able to commute to our Grand Prairie, TX office at least once a month for team meetings, training, and in-person collaboration. However, additional office visits may be needed for trainings, new hire training, and other duties based on department and company needs.

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.