ADMINISTRATION - Customer Service Lead

NearU National Booking Center Customer Experience Specialist Supervisor
About NearU
NearU is a people-centric, process-driven, and technology-enabled customer service platform dedicated to revolutionizing the home services industry by vastly improving the customer and employee experience.
Position Summary
The Customer Support Specialist Supervisor will oversee a team of 9–16 customer support specialists within NearU’s National Booking Center. This role is responsible for leading day-to-day operations, coaching specialists, monitoring performance metrics, and ensuring excellent service delivery to our customers. The Supervisor plays a critical role in developing team capabilities and supporting the continued growth and success of the Booking Center.
Key Responsibilities

• Supervise a team of 9–16 Customer Support Specialists in a fast-paced, in-office environment.
• Model and reinforce professional standards including punctuality, politeness, professionalism, flexibility, problem-solving, and collaboration.
• Monitor and manage team performance against key metrics, including:
• Attendance
• Quality
• Unique inbound booking %
• Review call quality reports and deliver individualized quality coaching to improve specialist performance.
• Support call overflow and fill coverage gaps by actively taking calls when needed.
• Respond to escalated customer calls and complex service situations, ensuring timely resolution and identifying trends for process improvement opportunities.
• Conduct weekly coaching sessions with team members, providing actionable feedback and performance reviews.
• Document procedures, workflows, and best practices to share with the team and support future scaling efforts.
• Ensure schedule adherence and coordinate daily and weekly staffing adjustments.
• Complete administrative tasks and reporting as assigned by management.
• Manage team and improve team morale through contest, incentives.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of experience in a customer service or call center environment.
• Minimum 1 year of experience leading, coaching, or supervising a team.
• Strong written and verbal communication skills.
• Experience in home services (HVAC, plumbing, electrical) is a plus.
• Experience with ServiceTitan software is a plus.
• Proficiency in Microsoft Office applications (Excel, Word, Outlook) preferred.
• Ability to thrive in a dynamic, team-oriented environment with a focus on service excellence.

NearU is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, NearU may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.