Supervisor, Customer Care

This is a fully remote position, open to applicants in Alabama, +2 more states.

📋 Description

• Oversee team member performance and development, which includes recruiting, onboarding, coaching, performance management, corrective actions, performance evaluations, and career growth planning.

• Cultivate a team culture that is engaged and accountable.

• Recognize, prioritize, and execute process enhancements to improve service quality, operational efficiency, customer satisfaction, and departmental performance.

• Handle administrative tasks such as validating payroll, reviewing attendance and timekeeping, auditing reports, tracking performance, maintaining documentation, and ensuring policy compliance.

• Address challenging customer issues and deliver timely, accurate resolutions.

• Mentor team members and identify opportunities to enhance the customer experience.

• Collaborate with Customer Care leadership and colleagues on business initiatives, shared objectives, best practices, teamwork, accountability, and continuous improvement.

• Respond to customer inquiries across various channels as required.

• Acquire comprehensive knowledge of Academy policies, procedures, and safety regulations.

• Perform additional duties as assigned.

⛳️ Requirements

• Associate's degree in a relevant field of study or equivalent years of related professional experience is required.

• A minimum of 2 years of relevant experience is essential.

• Experience in customer care, contact centers, retail service, or leadership roles is preferred.

• Excellent written and verbal communication skills.

• Ability to effectively engage with internal and external stakeholders.

• Customer-centric decision-making capabilities.

• Strong analytical, problem-solving, and creative thinking abilities.

• Capability to prioritize tasks in a fast-paced, frequently changing environment while maintaining attention to detail and organization.

• Self-driven and able to work independently while contributing to a collaborative leadership team.

• Ability to cultivate partnerships, influence outcomes, and collaborate across teams to achieve common objectives.

• Acceptable hearing and vision levels to fulfill job responsibilities.

• Regular attendance is mandatory.

• Occasional travel may be required to ensure business continuity.

• Reliable internet connection and monitors may be necessary based on location.

• Ability to comply with company work hours, policies, procedures, and professional behavior standards.

• Flexibility to work early mornings, nights, evenings, weekends, and holidays as required.

🏝️ Benefits

• Work-from-home arrangement available for eligible candidates in Texas, Oklahoma, Alabama, or Georgia.

• Opportunities for professional growth and career advancement.

• Support for Team Members' professional development journey.

• Flexible scheduling as necessary to meet business needs.