Customer Service Supervisor

About the Role

The Customer Service Supervisor leads and develops a team of Customer Service Representatives (CSRs) and collaborates with peer supervisors to drive a high-performing, customer-focused service environment. This role is responsible for the day-to-day management of team performance, employee development, and operational excellence, while partnering with the Customer Service Manager on staffing, training, scheduling, and recognition initiatives.

Responsibilities

Team Leadership & People Management

• Directly manage a team of CSRs and collaborate with fellow supervisors to ensure consistent service standards across the department
• Hire, onboard, coach, counsel, and develop team members to maximize performance and engagement
• Conduct regular one-on-one meetings to review individual performance, address concerns, and set development goals
• Foster a positive, motivating work environment that empowers team members to perform at their best
• Address employee relations issues, disciplinary matters, and performance improvement plans in accordance with company policy

Customer Service Operations

• Handle escalated supervisor calls, ensuring timely and effective resolution for customers
• Provide clear daily direction to the team so that all customer interactions are handled promptly, efficiently, and knowledgeably
• Continuously evaluate workflows and procedures, recommending improvements to enhance efficiency and the customer experience

Reporting & Systems

• Generate and review weekly and monthly agent performance reports to identify trends and inform coaching priorities
• Run weekly reporting and monitor key operational metrics
• Create and manage Jira tickets to track and resolve system issues
• Oversee resolution of TIN Check failures (W-9) and TIN Verify discrepancies, coordinating with relevant teams as needed

Cross-Functional Support

• Partner with the Customer Service Manager on the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs
• Perform additional responsibilities as assigned to support departmental and organizational goals

Education/Experience

• High School diploma or GED
• 2+ years of experience in a customer service supervisory or team lead role
• Demonstrated ability to lead, motivate, and develop a team in a fast-paced environment
• Strong communication, coaching, and conflict resolution skills
• Ability to analyze performance data and translate insights into actionable improvements
• Preferred: Proficiency with ticketing systems (e.g., Jira) and reporting tools; experience with TIN/W-9 verification processes
• Preferred: Experience with NICE inContact or other similar contact center programs
• Preferred: Bilingual, fluent in both English and Spanish

Benefits Package

• Medical, dental, and vision insurance
• HSA, FSA, and DCFSA
• Long- and short-term disability insurance
• Free basic life insurance
• Paid time off policy
• Paid holidays: 7 per year + 1 floating holiday
• Maternity Leave
• 401(k) with company match
• Employee Assistance Program