Customer Care Supervisor
QuenchAbout the role
Position Summary
The Customer Care Supervisor leads a team responsible for delivering exceptional customer experiences through proactive account management, issue resolution, retention support, and operational excellence. This role drives team performance through coaching, accountability, quality management, and KPI ownership while partnering cross-functionally to improve customer experience and business outcomes. This is a hands-on leadership role in which Supervisors balance team leadership responsibilities with direct operational contributions aligned to business needs.
What Success Looks Like
Within the first 90 days, a successful Supervisor will:
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Establish a consistent coaching cadence with all direct reports
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Demonstrate measurable improvement in team productivity, quality or customer retention metrics
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Reduce escalations through proactive issue identification and coaching
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Build strong cross-functional partnerships that improve customer issue resolution
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Demonstrate accountability, urgency and leadership presence within the operation
Key Responsibilities
Team Leadership
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Supervise, mentor, and develop a team of 8–15 Customer Care employees
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Deliver regular coaching, conduct performance reviews, and support individual development plans
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Assign and adjust workload based on call or case volume, staffing levels, and shifting business priorities
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Serve as the first point of esc
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