Customer Support Supervisor - Remote

Overview

The Customer Support Supervisor will manage day-to-day interactions and processes in the Level 1 Customer Support team, empowering team members to deliver exceptional customer service.

In Short

• Manage daily operations of the Level 1 Customer Support team.
• Coach and mentor team members for performance improvement.
• Handle customer escalations and maintain service quality.
• Monitor team schedules and time-off requests.
• Conduct training and ongoing education for support agents.
• Perform ticket audits and provide feedback for improvement.
• Collaborate with other supervisors and management.
• Set a standard for customer satisfaction and service excellence.
• Hire and develop a high-performing and inclusive team.
• Champion company values and cultural principles.

Requirements

• 1-3 years of leadership experience in a contact center.
• 1+ years in customer billing, finance, or retention.
• Bilingual English/Spanish is required.
• Bachelor's degree or equivalent experience preferred.
• Understanding of Behavioral-Based Coaching Model.
• Strong problem-solving and customer-facing skills.
• Ability to manage performance and development expectations.

Benefits

• Competitive total compensation package.
• Remote and flexible working options.
• Health benefits and more.