Customer Operations Supervisor-Remote

Who We Are:

At Intoxalock a member of the Mindr family of brands, we are dedicated to being a force for good. That's why we provide substance use safety, detection and monitoring products and services that help people live responsibly and keep communities safe.

Always aware. Always Guiding. Never Restricting or judging.

 

What You’ll Be Doing

The Customer Operations Supervisor creates a supportive environment to motivate specialists, fostering their development to enhance performance and deliver exceptional customer experiences. This involves monitoring performance, providing constructive coaching and feedback, promoting growth, collaborating with leadership, participating in specialist hiring, and demonstrating servant leadership. The goal is to elevate performance, achieve award-winning customer experiences, and meet key performance indicators effectively.

• Lead, motivate, and inspire our customer experience specialists to achieve and surpass departmental key performance indicators effectively.
• Proactively assess performance regularly to strategize improvements in quality and productivity.
• Conduct scheduled team huddles to discuss overall performance, strengths, opportunities, recognition, departmental and compliance updates, actively listen to team feedback, concerns, and effectively answer questions.
• Develop customer experience specialists through scheduled discussions and real time side-by-sides, discussing performance metrics, goal progression, and constructive feedback with SMART action plans for improvement.
• Administer performance reviews and employee warnings promptly and in accordance with departmental policies.
• Collaborate with leadership to propose solution for customers and departmental challenges, and suggest ideas for enhancing customer experience, quality, efficiency, and productivity.
• Provide regular performance updates to leadership, highlight achievements and improvement plans.
• Maintain in-depth knowledge of our products, services, and regulatory requirements to ensure accurate customer support.
• Conduct structured candidate interviews to evaluate their qualifications, experience, and suitability for the role.
• Partner with Work Force Management, Quality Assurance, and Training to support department expectations and goals.
• Participate in ongoing supervisor upskill training and developmental programs.
• Meet or exceed metrics and expectations for Customer Experience Supervisors.
• Perform other duties and responsibilities as required or requested by leadership 

What You’ll Bring to the Table:

• High School Diploma or GED, plus 2-4 years of progressive leadership experience required, preferably in a customer support call center environment.
• 1-2 years of progressive leadership experience in leading customer support teams and processes, preferably managing teams of 10 or more.
• Excellent verbal and written communication abilities, proficiency in computer skills encompassing Microsoft Office programs, and demonstrated adaptability
• Efficient in analytical and critical thinking, adept at analyzing qualitative and quantitative trends to formulate effective strategies.
• Effective problem-solving and process improvement skills to identify and resolve operational, customer-facing, and employee relations issues effectively.

Work Schedule: Monday-Friday 1:00pm-9:30pm Central time. Occasional weekends. 

Why work for us? 

Check out this list of a few of the many good reasons why we are a Top Workplace: 

• Starting annual salary $52,700-$68,000 +5% annual bonus potential+ 401(k) + benefits 
• We are the nation’s largest interlock provider, and our Mission is to help people live and drive responsibly.
• Mindr won the 2023 Top Workplace Award locally and nationally–and 2024 Best Place for Working Parents Award
• Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
• A comprehensive and highly competitive benefits package, including:
  • Dental Insurance
  • Health Insurance
  • Vision Insurance
  • 401(k)
  • Paid Holidays
  • Paid Time Off
  • Ongoing Professional Training online via Litmos
  • And more

Equal Opportunity Employer

It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, re