Customer Service Supervisor – Veterinarian

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

📋 Description

• Oversee daily management of queues through phone, email, chat, and case workflows.

• Guide the resolution of customer escalations by identifying root causes and implementing corrective measures.

• Manage staffing plans, ensure schedule adherence, handle timekeeping, and make real-time coverage adjustments.

• Direct coaching, performance evaluations, corrective actions, and career advancement initiatives.

• Execute process modifications and initiatives aimed at continuous improvement.

• Ensure that training materials and knowledge articles are updated prior to deployment.

• Supervise documentation quality, compliance activities, and audit requests.

• Collaborate with IT, logistics, and commercial partners to address service disruptions and support program and launch readiness.

⛳️ Requirements

• A minimum of 3 years of experience in customer service operations, contact center supervision, order management, or a related field is required.

• At least 2 years of management experience is preferred.

• A bachelor's degree in business administration, operations management, supply chain, communications, or a related field is preferred.

• Certification in ITIL 4 Managing Professional (or ITIL 4 Foundation), Lean Six Sigma Green Belt, COPC Certified Professional Manager, Project Management Professional, PRINCE2 Practitioner or an equivalent certification is preferred.

• Availability for shifts from 8am-5pm MST.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Support for family building.

• Solutions for behavioral health.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Resources for professional development.

• Mentorship programs.

• Employee resource groups.

• Opportunities for volunteer activities.