Customer Solutions Supervisor

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

📋 Description

• Oversee a team of resolution specialists and customer service representatives.

• Manage the daily performance of the customer resolution team.

• Conduct team meetings to communicate priorities, operational updates, and service objectives.

• Provide coaching, mentorship, and performance feedback to team members.

• Serve as the primary escalation point for complex or significant customer issues.

• Ensure the implementation of consistent and professional resolution strategies in accordance with policies.

• Monitor escalations and track results to enhance customer experience.

• Supervise call queues, case backlogs, service levels, and KPIs like response time, resolution time, and customer satisfaction.

• Generate daily and weekly performance and trend reports for leadership review.

• Suggest staffing or process modifications to meet service objectives.

• Evaluate calls, emails, and chats for quality assurance and compliance.

• Identify opportunities for coaching and spearhead quality improvement initiatives.

• Recognize ongoing training needs and promote operational efficiencies.

• Collaborate across departments, including operations and products, to address systemic issues.

• Advocate for enhancements in customer processes, workflows, tools, and escalation policies.

• Tackle root causes of recurring customer challenges.

• Exemplify professional, empathetic communication and problem-solving skills.

• Ensure the team consistently provides exceptional service in alignment with organizational standards.

• Report directly to the Customer Solutions Manager.

⛳️ Requirements

• Proven background in a call center or customer support setting, with active engagement in issue resolution and escalations.

• Previous leadership or supervisory experience (formal or informal) is highly preferred.

• Strong knowledge of service recovery principles and root-cause analysis.

• Ability to convert insights into process enhancements.

• Demonstrated capability to handle high-level escalations and intricate customer cases with professionalism, empathy, and sound judgment.

• Excellent communication and conflict-resolution abilities, including de-escalation and negotiation skills.

• Strong analytical and problem-solving capabilities.

• Proficient in assessing trends and recommending corrective measures.

• Experience in coaching, mentoring, and managing staff performance while maintaining quality and service standards.

• Comfort with performance metrics, QA data, and reporting.

• Proficient in CRM platforms and workforce or case-management tools.

• Exceptional attention to detail with robust organizational and time-management skills.

• Capability to prioritize competing escalations effectively.

• Ability to work autonomously in a fully remote environment, ensuring productivity and leadership presence.

• Access to a quiet, dedicated home workspace that is free from background noise and distractions.

• Reliable high-speed internet connection.

• Willingness to sit at a desk and work on a computer for extended periods.

🏝️ Benefits

• 100% remote work setting.

• Equipment provided by the employer.

• Comprehensive medical, dental, and vision insurance.

• Health savings plan with employer contributions to a health savings account.

• Flexible spending accounts for medical and dental expenses.

• Employer-paid basic life, short-term disability, and long-term disability insurance.

• 401K plan with employer matching.

• Company matches 100% of the initial 4% of salary deferrals.

• All contributions, including those from the employer, are 100% vested immediately.

• Employee discount program covering Electronics, Groceries, Travel, Entertainment, and more.

• Access to an employee assistance program.

• Pay on demand options available.

• Coverage for critical illness, hospital indemnity, group accident, and legal insurance.

• Paid time off.