Customer Support Supervisor - Remote

Overview

We are seeking a Customer Support Supervisor to lead a team of Customer Support Specialists in a high-volume remote call center. In this role, you will motivate, coach, and develop your team to deliver exceptional customer experiences while meeting or exceeding performance goals. You will take a proactive approach to problem-solving, resolve escalations professionally, and ensure daily operations run smoothly.

As a leader, you will foster a positive, team-oriented culture, drive continuous improvement, and create an environment where employees can thrive. If you are a customer-centric leader with a passion for coaching and problem-solving, this is the opportunity for you!

In Short

• Lead & Support the Team: Supervise and manage a team of Customer Support Specialists, ensuring high performance and engagement.
• Monitor & Improve Performance: Track key performance metrics, analyze data, and drive continuous improvement.
• Coach & Develop Employees: Provide regular coaching, feedback, and mentoring to promote growth and success.
• Handle Escalations & Problem-Solving: Respond promptly and professionally to escalated customer concerns, ensuring positive resolutions.
• Recruit & Train New Talent: Attract, hire, and train employees who thrive in a fast-paced, customer-focused environment.
• Ensure Quality & Compliance: Analyze customer interactions to uphold quality standards and implement process improvements.
• Manage Scheduling & Attendance: Partner with Workforce Management and HR to oversee scheduling, attendance, and staffing needs.
• Drive Engagement & Team Culture: Celebrate successes, foster teamwork, and effectively manage change in a remote setting.
• Enhance Customer Experience: Develop strategies to improve service delivery and customer satisfaction.
• Utilize Technology & Tools: Work with call center technologies to optimize workflows and productivity.

Requirements

• Associate degree or equivalent work experience
• 2+ years of leadership experience in a call center, preferably in telecommunications, customer service, or sales
• 5+ years of telecommunications industry experience
• Strong ability to multi-task, prioritize, and manage time in a fast-paced environment
• Proven experience in coaching, training, and performance management
• Excellent communication, problem-solving, and relationship-building skills
• Proficiency in Microsoft Office and call center technology tools
• Strong analytical and business acumen, with the ability to interpret data and identify trends
• Experience managing remote teams effectively
• Ability to travel between various office locations along with vendors sites.

Benefits

• Work in a fast-paced, customer-driven environment where you can make a real impact
• Lead a collaborative, high-energy team focused on delivering exceptional service
• Opportunity for growth and career advancement in a dynamic industry
• Competitive compensation and benefits package