Supervisor, Customer Service

The Supervisor, Customer Service provides day‑to‑day leadership, coaching, and operational oversight for a team of Customer Service Representatives (CSRs) in a high‑volume, service‑focused environment. They ensure consistent execution of service standards across all contact channels, including phone, email, chat, and customer escalations. They manage staffing levels, attendance, scheduling, and real-time workload distribution to maintain service levels and promote positive customer experience. They serve as an escalation point for complex or sensitive issues and collaborate closely with cross‑functional teams to drive timely resolution. They support performance management, training, quality assurance, and continuous improvement initiatives. 

Compensation: $54,000 annually

Schedule: Monday- Friday 9am-6pm, onsite

Responsibilities

• Provide daily leadership, direction, and support to a team of Customer Service Representatives, ensuring consistent execution of service standards and operational processes.

• Manage staffing, scheduling, attendance, and real-time workload allocation to maintain service levels across phone, email, and chat channels.

• Conduct performance reviews and ongoing coaching sessions, including feedback delivery, development planning, and corrective action when necessary.

• Serve as a senior escalation point for high‑level customer or carrier issues, performing in-depth research and coordinating cross‑functionally to drive resolution.

• Monitor key performance metrics, call quality, and team productivity, identifying trends and implementing actions to improve performance.

• Participate in recruiting, interviewing, and hiring activities to build and maintain a high-performing customer service team.

• Oversee new hire onboarding and ongoing training initiatives, partnering with training resources as needed to support skill development and proce