Supervisor, Global Customer Care

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

📋 Description

• Oversee a team of 15–25 Customer Care representatives catering to a major client.

• Direct daily operations, assess performance, and manage escalations.

• Guide team members while promoting empathy, professionalism, teamwork, and ongoing improvement.

• Supervise daily work output and flow, documenting performance on a weekly, monthly, and quarterly basis.

• Evaluate team performance against service targets and key performance indicators.

• Deliver personalized feedback, perform performance assessments, and implement improvement strategies.

• Uphold a customer-focused approach and assist in de-escalating customer concerns.

• Ensure the team is proficient with CRM systems, communication tools, client-specific databases, and other software.

• Identify knowledge deficiencies, offer continual training, and promote process enhancements.

• Review interactions for quality assurance, adherence to policies, and client-specific guidelines.

• Distribute updates on policies, incentives, technical aspects, products, processes, and services.

• Address inquiries and escalations, pinpoint trends, and suggest process improvements.

• Monitor and report on customer satisfaction, response times, issue resolution, and metrics related to process compliance.

• Prepare and present performance evaluations with thorough performance-management documentation.

• Organize team meetings, celebrate achievements, inspire the team, and sustain engagement.

⛳️ Requirements

• Demonstrated capability to lead and mentor teams, enhancing skills, productivity, and morale.

• Strong customer service aptitude centered on empathetic and professional issue resolution.

• Competence in managing multiple systems and diagnosing complex issues across platforms.

• Outstanding communication skills, tailoring information for varied audiences.

• Ability to operate efficiently in a fast-paced, dynamic setting and juggle competing priorities.

• Skill in establishing rapport, demonstrating empathy, and conveying confidence with customers.

• Capacity to collaborate across departments and within diverse, cross-functional teams.

• Previous experience with Microsoft Windows Operating Systems and ISPs, along with a background in customer care or related services preferred.

• Proficiency in CRM systems, Microsoft Office, and other call center technologies.

• High School Diploma or equivalent is required.

• Bachelor’s degree or equivalent experience is mandatory (only applicable in the US).

• At least 5 years of experience in a call center or related field.

• Preferably 3–5 years in a leadership or supervisory role.

• Call center certifications are favorable.

• Proven success in supervising and inspiring teams and individuals in a call center environment.

• Understanding of projects, decisions, and processes in a broader organizational and cross-departmental context.

• Experience in managing multiple call queues and optimizing resources to meet service standards.

• Ability to prioritize work assignments and complete voice and non-voice tasks within established time frames or productivity goals.

• Aptitude for thriving under pressure in a fast-paced, ever-evolving environment.

• Excellent problem-solving and analytical capabilities.

• Exceptional communication skills adapted for diverse audiences.

• Proficiency in standard Microsoft Office applications.

🏝️ Benefits

• Opportunity to work remotely with occasional business travel.

• Medical, Vision, Dental, and additional benefit plans available.

• 401k plan with employer matching contributions.

• Employee Stock Purchase Plan (ESPP).

• Competitive and flexible Paid Time Off (PTO).

• Nine paid company holidays.

• Access to technology and growth opportunities.

• Supportive leadership dedicated to your success.

• Opportunities for professional development, including the acclaimed SOAR program.

• Volunteer Time Off (VTO) policy.

• Global Employee Assistance Program (EAP).

• Opportunities to connect with colleagues across six Employee Impact Groups.

• Employee Experience events held throughout the year.