Customer Service Supervisor

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

📋 Description

• Oversee, guide, and mentor both seasonal and permanent customer support representatives.

• Conduct individual sessions and performance evaluations.

• Assist management with hiring, disciplinary actions, and team morale initiatives.

• Monitor and assess agent performance using live call, chat, and email observation tools along with reporting systems.

• Reconcile and process bi-weekly timecards while ensuring adherence to schedules.

• Troubleshoot operational, technical, and customer-related issues.

• Manage queues and adjust staffing levels to uphold service standards.

• Coordinate staffing requirements with Workforce Management (WFM).

• Facilitate new-hire training and ongoing development, providing focused coaching.

• Review and enhance training materials and contribute to the internal knowledge base.

• Address escalated customer issues.

• Maintain and surpass service Key Performance Indicators (KPIs), such as first-call resolution and customer satisfaction rates.

• Monitor KPIs and deliver actionable performance insights to management.

• Collaborate with product and technical teams to refine support processes.

• Suggest and execute enhancements to improve team effectiveness and customer experience.

⛳️ Requirements

• 2–3 years of supervisory experience in a call center or fast-paced environment.

• Experience with TaxAct or similar tax software is preferred.

• Strong background in B2B customer service and technical support.

• Exceptional verbal and written communication skills.

• Demonstrated ability to coach, lead, and inspire teams.

• Efficiently prioritize tasks and manage workloads in a dynamic environment.

• Proficient in Microsoft Office Suite, including Teams and SharePoint.

• Willingness to work evenings and weekends as required.

• Bilingual (Spanish) is a plus.

🏝️ Benefits

• Supportive, open, and inclusive work environment.

• Commitment to equal opportunity employment.

• Disability assistance and accommodations provided during the hiring process.