Customer Care Supervisor

Role Overview

• Manage Customer Care operations to ensure timely resolution of customer and client inquiries related to orders, returns, and service issues
• Serve as a point of contact for escalated customer and client concerns related to Customer Care activities
• Collaborate with internal partners to resolve or redirect customer and client issues as needed
• Draft, create and implement work instructions & SOPs
• Actively participate in client and internal meetings to collaborate on service initiatives and new program implementations
• Implement process enhancements to improve efficiency and service quality
• Lead a team of Customer Care Representatives, ensuring client program coverage and adherence to SOPs and contractual KPIs
• Oversee hiring, onboarding, and training for team members
• Set clear expectations for team member performance and provide consistent performance feedback
• Facilitate effective communication and conflict resolution within the team and with customers

Requirements

• 3+ years in customer service or client liaison leadership
• Proven ability to build and maintain customer relationships
• Strong communication skills tailored to diverse audiences, including executives
• Data-driven decision-making
• Conflict management and problem-solving abilities
• Experience in coaching, interviewing, hiring, and training
• Business acumen and cross-functional leadership skills
• Proficient in MS Office Suite, especially Excel
• Attention to detail and organizational skills
• Willingness to travel up to 5%

Benefits

• Competitive compensation package
• Health insurance
• Paid time off
• Professional development opportunities
• Bonus and long-term incentive opportunities