Customer Care Supervisor

The Customer Care Supervisor is responsible for leading, developing, and holding accountable a team of up to seven Customer Care Specialists. This role creates a high-performing, customer-focused team through regular coaching, performance management, ongoing development, and clear expectations.

The Supervisor is accountable for team performance against established service, quality, productivity, and customer experience standards. The role provides guidance and removes barriers for team members, ensures consistent application of company policies and procedures, and supports the resolution of complex or escalated customer concerns. The Supervisor also identifies performance trends and opportunities for continuous improvement and partners with key stakeholders to deliver an effective and consistent customer experience.

The position includes, but is not limited to, the following essential job duties, responsibilities, and requirements:

• Lead, coach, and develop a team of up to seven Customer Care Specialists, creating clear expectations for performance, behaviors, accountability, and customer service.
• Conduct regular one-on-one coaching and performance discussions to provide feedback, recognize strengths, address performance gaps, and support individual development.
• Establish individual and team goals aligned with Customer Care and company objectives and monitor progress against those goals.
• Build team capability through ongoing coaching, knowledge sharing, training reinforcement, and development opportunities.
• Create an environment that promotes engagement, collaboration, ownership, continuous improvement, and accountability.
• Recognize strong performance and proactively address performance or behavioral concerns in accordance with company practices.
• Support onboarding and development of new team members to ensure they have the knowledge, tools, and support required to succeed.
• Identify development opportunities and help employees build skills that prepare them for increased responsibility and future career growth.

• Monitor team performance against established service levels, quality, productivity, customer satisfaction, and other key performance indicators.
• Use performance data and customer insights to identify trends, root causes, and opportunities to improve individual and team effectiveness.
• Develop and execute action plans when performance falls below expectations and follow through to ensure sustained improvement.
• Ensure team members consistently follow established processes, company policies, customer care standards, and documentation requirements.
• Manage workload and team priorities to support appropriate coverage and achievement of service-level commitments.
• Provide regular performance updates, trends, risks, and improvement opportunities to Customer Care leadership and appropriate business stakeholders.
• Encourage team ownership of customer concerns and reinforce effective problem-solving and decision-making at the appropriate level.

• Provide coaching, guidance, and support to team members handling complex, sensitive, or escalated customer concerns.
• Serve as an escalation point when issues exceed a Customer Care Specialist's authority or require additional leadership support.
• Ensure escalated concerns are resolved appropriately, consistently, and in accordance with company guidelines.
• Review customer interactions and feedback to identify coaching opportunities, process gaps, and emerging customer experience trends.
• Reinforce professional, empathetic, accurate, and consistent customer communications across supported channels.
• Ensure appropriate escalation of issues to Marketing, Human Resources, Operations, or other business partners when additional expertise or action is required.

• Promote consistent quality standards across the team through coaching, feedback, calibration, and reinforcement of best practices.
• Identify recurring customer issues and operational barriers and recommend improvements to processes, policies, tools, training, or communications.
• Partner with Customer Care leadership and cross-functional stakeholders to implement improvements that enhance both the customer and employee experience.
• Support implementation of new programs, campaigns, products, processes, and policies by ensuring the team is informed, prepared, and accountable for successful execution.
• Remain current on relevant products, services, marketing initiatives, policies, and procedures to provide effective leadership and guidance to the team.
• Take ownership of team-level issues and drive appropriate resolution with minimal supervision.

• Bachelor's degree in business or a related field preferred.
• Five to seven years of relevant customer service, customer care, contact center, or related experience preferred.
• Minimum of two years of experience leading, supervising, or directly managing a team.
• Other combinations of education and experience that meet the position requirements may be considered.
• Demonstrated ability to coach and develop employees and provide clear, constructive performance feedback.
• Demonstrated ability to establish expectations and hold employees accountable for performance and behaviors.
• Ability to analyze performance metrics, identify trends, and translate insights into actionable coaching or improvement plans.
• Strong problem-solving, judgment, and decision-making skills, particularly when handling complex or escalated customer situations.
• Strong written and verbal communication skills with the ability to communicate effectively with employees, customers, leadership, and cross-functional partners.
• Strong listening, interpersonal, and conflict-resolution skills.
• Ability to remain composed, objective, and solution-focused in challenging situations.
• Ability to effectively prioritize multiple responsibilities in a fast-paced customer care environment.
• Proficiency in Microsoft Office applications and the ability to learn and effectively use relevant customer care technology.
• Positive, confident, approachable leadership style with a commitment to employee development and customer experience.
• Must be available to work holidays and weekends as assigned.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit for extended periods of time.
• Operate a computer keyboard and mouse.
• View a computer monitor.
• Hear and speak via telephone or other communication technology.
• Reach forward and/or overhead.
• Occasionally lift up to 20 pounds.

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is generally moderate.
• Lighting may include natural and fluorescent lighting throughout the work area.
• Work with appropriate independence while receiving periodic direction and support from leadership.

This Job Description describes the general nature and level of work performed in this position and is not intended to be a comprehensive inventory of all duties, responsibilities, functions, or qualifications. The incumbent may be asked to perform other duties and will be evaluated, in part, based on performance of the responsibilities described in this Job Description.

Responsibilities and duties may change based on business needs. The Company reserves the right to revise this Job Description at any time, with or without notice. This Job Description does not constitute a contract of employment.

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