Customer Service Supervisor

United States·Brooklynmid

Customer SupportCustomer Service Representative

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Quick Summary

Requirements Summary

Minimum of 2 years of progressive team leadership or supervisory experience within a dedicated customer service environment.

Technical Tools

Customer SupportCustomer Service Representative

Responsibilities

~2 min read

→Train, mentor, and develop a hybrid team of 3-5 Tier I and Tier II Customer Service Representatives across both in-house and outsourced channels to maximize operational performance.
→Oversee B2B communication workflows across phone queues, direct dialed calls, shared emails, personal emails and sales support tasks.
→Oversee omnichannel communication workflows across phone queues, dedicated email boxes, and live chat platforms.
→Monitor incoming volume and productivity trends to guarantee prompt, professional, and precise resolution of customer inquiries.
→Partner with the team to maintain service levels by directly assisting with incoming queue calls and emails when business volume requires it.
→Drive customer retention and brand loyalty through proactive process improvements and active quality assurance monitoring.
→Resolve high-level customer escalations directly and build sustainable solutions to eliminate recurring root-cause issues.
→Handle critical operational workflows, including manufacturer product recalls, account paperwork updates, return merchandise authorization (RMA) approvals, backorder management, and purchase order (PO) processing.
→Partner closely with the Director of Customer Service to establish, monitor, and report on key performance indicators (KPIs), departmental goals, and SLAs.
→Leverage interaction data and reporting tools to discover emerging trends, eliminate workflow bottlenecks, and enhance the end-to-end customer experience.
→Identify operational inefficiencies and recommend automation, AI-assisted tools, or technology improvements to improve response times and service quality.

Requirements

~1 min read

Experience: Minimum of 2 years of progressive team leadership or supervisory experience within a dedicated customer service environment.
Operations: Proven success managing B2B account support and/or high-volume e-commerce customer care workflows.
Communication: Exceptional verbal and written communication skills alongside strong conflict resolution and interpersonal abilities.
Focus: A hands-on leadership style paired with excellent organizational skills and an ability to manage multiple operational priorities seamlessly.

Business Software: Proficiency across the Microsoft Office Suite, specifically Word, Excel, Outlook, PowerPoint, and Teams.
Service Infrastructure: Comfortable navigating modern CRM databases, understands call routing , and AI-assisted customer service platforms.
Sector Knowledge: Prior exposure to medical-surgical products or healthcare procurement workflows is helpful but not required.

What We Offer

~1 min read

✓Pay Rate: $24.04 - $28.85 per hour, plus bonus

✓Competitive salary

✓Health, dental, and vision insurance

✓Paid time off (PTO) and holidays

✓Employee discounts

✓Training and development opportunities

✓Opportunities for career growth and advancement

Location & Eligibility

Where is the job

Brooklyn, United States

On-site at the office

Who can apply

About this job

Pay per year: ≈ $50,003–$60,008 a year; 51% above the $36,400 median for Customer Service Representative jobs on Jobera (1,999 salaries).
Who can apply: United States
Posted: Today
Employer: has 7 open jobs on Jobera.