Customer Service Supervisor

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the daily operations of customer service personnel

• Ensure operations comply with service level agreements and company/department policies and procedures

• Assist in the recruitment, interviewing, and training of staff on procedures and job-specific functions

• Help monitor and maintain quality control for assigned team members

• Serve as an escalation point for resolving complex customer issues

• Monitor and report on performance relative to established objectives and goals

• Contribute to the generation and analysis of statistics, including trend identification and insights

• Perform additional duties and responsibilities as required

⛳️ Requirements

• Commitment to service level agreements and adherence to company/department policies and procedures

• Capacity to assist in staff recruitment, interviewing, and training processes

• Capability to oversee quality control measures

• Proficiency in resolving challenging customer issues as an escalation contact

• Ability to track and report on performance relative to goals and objectives

• Skill in producing and analyzing statistical data while identifying trends and insights

🏝️ Benefits

• Healthcare

• Parental leave

• Opportunities for career advancement

• Comprehensive full medical, dental, and vision insurance

• Basic life insurance at no cost to the employee

• Company-paid short-term and long-term disability insurance

• 12 weeks of 100% paid parental leave

• Health Savings Account (HSA)

• Flexible Spending Accounts (FSA)

• Retirement savings plan

• Personal paid time off

• Paid holidays and a company-wide Wellness Day off

• Paid time off to volunteer at nonprofit organizations

• Pet-friendly office environment

• Commuter benefits

• Group pet insurance

• On-the-job training and skills development

• Employee Assistance Program (EAP)