Seasonal Customer Success Supervisor - Remote

Overview

The 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.

In Short

• Supervise a remote team of customer service advocates.
• Plan and prioritize team tasks and schedules.
• Conduct quality audits and provide coaching.
• Monitor team productivity and performance.
• Prepare status reports on employee performance.
• Conduct one-on-one coaching sessions.
• Ensure adherence to policies and procedures.
• Handle customer inquiries and complaints.
• Lead a team of up to 20 members.
• Provide training and development opportunities.

Requirements

• 3+ years of Customer Service experience, preferably in leadership.
• 1+ years in contact center work.
• Experience in team development and customer experience objectives.
• Intermediate skills in MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack.
• Strong communication and organizational skills.
• Excellent time management skills.
• Ability to adapt to change.
• Experience with KPI reports.
• Knowledge of employee relations.
• Ability to handle customer complaints effectively.

Benefits

• 1 week paid training provided.
• Flexible working hours.
• Work in a dynamic and supportive environment.
• Opportunity to lead and develop a team.
• Gain experience in a customer-centric role.