Customer Service Supervisor

Responsibilities: Team Leadership Manage, mentor, and motivate a team of 5 customer service reps Escalation Handling Take ownership of tough calls, upset customers, and high-pressure situations Workflow Management Oversee daily operations, assign tasks, and ensure smooth coverage Training & Development Coach reps, run refreshers, and maintain performance standards Quality Control Review calls, emails, and tickets to ensure consistency and professionalism Reporting Track KPIs, team performance, and customer satisfaction metrics Cross-Department Collaboration Work with operations, sales, and management to resolve issues quickly Process Improvement Identify bottlenecks and recommend better systems or workflows

Qualifications: Leadership Experience Prior team lead or supervisor experience strongly preferred Thick Skin Able to handle pressure, conflict, and demanding customers Communication Skills Clear, confident, and steady under stress Organization Skilled at managing people, tasks, and shifting priorities Tech Proficiency Comfortable with CRM systems, ticketing platforms, and Microsoft Office Strong problem-solving and decision-making abilities Experience in a fast-paced environment