Customer Care Supervisor

Overview

The Customer Care Supervisor supports the daily operations and performance of the Customer Care team while helping deliver an exceptional customer experience. This role provides guidance, coaching, and operational support to Customer Care representatives to ensure customer inquiries are handled efficiently and professionally.

The Customer Care Supervisor works closely with the Customer Care Manager and cross-functional teams to maintain service standards, support team development, and continuously improve the customer experience.

Reports To:               Customer Care Manager

Department:              Customer Care

Job Status:                Exempt

Responsibilities:

• Provide day-to-day support and guidance to Customer Care representatives to ensure high-quality customer interactions.
• Offer coaching and mentorship to team members to help develop service skills, product knowledge, and professional growth.
• Conduct regular performance reviews, providing feedback that supports employee development, performance improvement, and career growth.
• Review and approve employee timecards, time-off requests, ensuring accuracy and adherence to company policies.
• Assist with managing schedules, attendance, and daily staffing needs to ensure proper team coverage.
• Monitor customer queues, tickets, and interactions to ensure timely responses and effective resolution of customer inquiries.
• Serve as a first point of escalation for customer concerns and help guide representatives through more complex situations.
• Partner with the Customer Care Manager to support team training, onboarding, and ongoing development.
• Help improve customer care processes, documentation, and workflows to increase efficiency and service quality.
• Collaborate with other departments to resolve recurring customer concerns and enhance the overall customer experience.
• Assist with recruiting, interviewing, and onboarding new Customer Care team members.
• Promote a positive, collaborative team environment focused on accountability, support, and customer satisfaction.
• Participate in additional projects and initiatives that support Customer Care operations and company goals.
• Use performance data and trends to identify opportunities for improvement in service delivery, team performance, and operational efficiency.
• Track and analyze key performance metrics to support operational goals, including but not limited to:
  • Service Level Agreement (SLA) performance
  • Transactional Net Promoter Score (tNPS)
  • Agent productivity and efficiency
  • Response and resolution times
  • Customer satisfaction and service quality

Qualifications:

• Reports to the LaPorte office.
• Minimum 3 years of customer service or customer care experience, preferably in a call center or customer support environment.
• Previous formal leadership experience is not required; candidates who have demonstrated initiative, mentorship, or leadership potential are encouraged to apply.
• Strong communication and interpersonal skills with the ability to coach and support team members.
• Ability to manage multiple priorities and maintain organization in a fast-paced environment.
• Strong problem-solving and conflict resolution skills.
• Experience with CRM platforms, call center systems, or customer support tools preferred.
• Flexible schedule with the possibility of occasional evening or weekend support when needed.

Salary : $54,000 - $60,000