Supervisor, Customer Care

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

📋 Description

• Oversee team member performance and development, encompassing recruitment, onboarding, coaching, performance management, corrective measures, evaluations, and career advancement planning.

• Cultivate an engaged and accountable team culture.

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

• Administer payroll validation, attendance and timekeeping review, report auditing, performance tracking, documentation, and adherence to policies.

• Act as an escalation point for complex customer issues, delivering timely and accurate resolutions.

• Mentor team members and pinpoint opportunities to elevate customer experience.

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

• Address customer inquiries through various channels as required.

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

• Execute other responsibilities as assigned.

⛳️ Requirements

• Associate's degree in a relevant discipline or equivalent years of related work experience is mandatory.

• Minimum of 2 years of relevant experience is essential.

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

• Excellent written and verbal communication skills are required.

• Capability to effectively interact with both internal and external individuals.

• Customer-centric decision-making skills.

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

• Proficiency in prioritizing workload in a dynamic and fast-paced environment while maintaining attention to detail and organization.

• Ability to work autonomously and contribute to a collaborative leadership team.

• Skills to build relationships, influence outcomes, and collaborate across teams.

• Acceptable hearing and vision levels to fulfill job responsibilities.

• Regular attendance is mandatory.

• A reliable internet connection and broadband may be necessary depending on location.

• Adherence to company work hours, policies, procedures, and professional conduct is required.

• Willingness to travel occasionally as needed to ensure business continuity.

🏝️ Benefits

• Work From Home arrangement.

• Opportunities for career growth and development.

• Flexible scheduling as needed to accommodate business needs, including early mornings, evenings, nights, weekends, and holidays.