Title:Supervisor, Customer Service
Location:Corporate Office
Job Type:Full-Time / Exempt
What The Job Is All About: In this role, you'll oversee our hourly customer service representatives, manage customer service processes, and serve as the primary liaison with our third-party call center team. You'll ensure a seamless, exceptional customer experience across all channels—call, chat, and email—by developing effective policies, tracking key metrics, and driving performance towards best-in-class KPIs. The ideal candidate will build strong relationships with internal teams and external partners, advocate for innovative solutions, and explore new approaches, including AI integration, to enhance our service experience.
What You'll Do:
Monitor and support Customer Service team productivity and performance.
Create and track KPIs and SOPs; drive team performance to meet goals.
Oversee daily workflows, set achievable goals, and provide ongoing coaching.
Develop a cohesive service program for all customer platforms.
Utilize new tech and AI to optimize customer service channels.
Analyze customer inquiries, recommend improvements, and refine strategies.
Assist in implementing a ticketing platform and chatbot for efficient support.
Collaborate across teams to resolve concerns and enhance customer experience.
Review metrics to identify improvement areas and recommend training needs.
What You'll Bring:
Strong communication and teamwork skills.
Proficiency in MS Office for data analysis and reporting.
Self-motivated with solid verbal and written communication.
Basic knowledge of customer service metrics and tracking.
Problem-solving mindset with a proactive, innovative approach.
Excellent organization and attention to detail.
Adaptable and effective under pressure.
Bachelor's degree in Business, Hospitality, or related field (preferred).
2+ years in customer service, ideally in a supervisory role.
Experience with multi-channel service environments and call center management.