Customer Success Supervisor
virtual vocationsNew York (NY)
About the role
Leading a team of Customer Success Specialists, the full-time Customer Success Supervisor will provide operational oversight and escalation support while ensuring exceptional multi-channel customer service in a fully remote environment.
Key Responsibilities:
Lead and support Customer Success Specialists in delivering outstanding service across various channels, acting as the senior escalation point for complex issues
Manage stakeholder relationships and drive resolution for escalated concerns, while monitoring performance metrics to identify opportunities for continuous improvement
Provide coaching and development to team members, fostering a collaborative and customer-focused team culture
Required Qualifications:
Minimum 24 months' experience in a Contact Center, Customer Success, or operational support environment
Proven experience in managing complex escalations and stakeholder inquiries
Familiarity with customer relationship management (CRM) platforms, preferably Salesforce
Strong analytical skills and the ability to balance customer, commercial, and operational outcomes
Demonstrated ability to coach and mentor others effectively
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
More like this