Supervise, mentor, and develop a team of 8–12 Customer Care Representatives
Deliver regular coaching, conduct performance reviews, and support individual development plans
Assign and adjust workload based on call volume, staffing levels, and shifting business priorities
Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution
Track and analyze KPIs
Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed
Monitor call and case handling to ensure timely, accurate, and high-quality customer interactions
Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight
Ensure team compliance with company policies, procedures, and applicable regulations
Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency

3+ years of experience in a customer service leadership role, ideally within a contact center or subscription based, account management function.
Demonstrated track record of coaching teams to hit KPI targets
Experience writing and delivering performance feedback and conducting formal performance conversations
Exposure to workforce management concepts including scheduling, occupancy, and volume forecasting
Strong problem-solving skills with the ability to stay composed and make sound decisions under pressure
Clear and professional communication skills — verbal, written, and one-on-one coaching
Proficiency in Salesforce CRM and Microsoft Office; familiarity with telephony/contact center platforms (Ring Central)
Ability to interpret performance dashboards and reports to drive data-informed decisions
Skilled in conflict resolution and escalation management for both customer and employee situations
Highly organized, detail-oriented, and accountable — able to follow through on multiple priorities simultaneously
Experience with or willingness to adopt quality monitoring tools and customer satisfaction measurement frameworks
Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs)
Familiarity with NPS methodology and customer retention practices.

Customer Care Supervisor – Account Management

Key skills