Customer Service Phone Supervisor (US, Remote)

Paleovalley is a company dedicated to creating nourishing snacks and supplements from organic ingredients. They are seeking a Customer Service Phone Supervisor to lead and coach a team, ensuring high-quality customer service through effective management and operational oversight.

Responsibilities:

• Lead day-to-day people management for assigned agents and, where applicable, Customer Service Team Leads, including regular 1:1s, coaching, goal-setting, and follow-through
• Set clear expectations around service quality, productivity, schedule adherence, and customer experience, and hold the team accountable through consistent communication and documentation
• Own quality oversight for the assigned function by reviewing interactions, calibrating standards, delivering actionable feedback, and identifying patterns that require coaching or process changes
• Support hiring and onboarding by partnering with the Director of Customer Service on screening, interview feedback, training readiness, and early ramp success for new hires
• Monitor team performance against key service metrics and use available data to identify risks, performance gaps, workflow bottlenecks, and improvement opportunities
• Approve timecards, paid time off, and scheduling requests in alignment with coverage needs and department guidelines
• Serve as an escalation point for complex customer situations, policy interpretation questions, and agent support needs that require manager-level judgment
• Partner with Team Leads and peers to maintain smooth daily operations, reinforce priorities, and ensure the queue stays healthy during volume swings or coverage gaps
• Document performance themes, development needs, and operational observations clearly so the broader customer service leadership team has visibility into what is working and what needs attention
• Help strengthen team engagement, accountability, and retention by creating a supportive environment with direct feedback, strong follow-through, and practical problem solving
• Oversee day-to-day phone team operations, including monitoring call volume, coverage needs, agent availability, follow-up expectations, and customer experience trends
• Partner with the Director of Customer Service to review staffing needs, volume patterns, schedule gaps, and phone team performance so the department can make proactive coverage decisions
• Provide direct, supportive, and actionable coaching on phone handling, tone, de-escalation, policy explanation, documentation, and follow-up so agents are confident and consistent in live customer conversations
• Maintain visibility into recurring customer concerns, call drivers, and operational issues surfaced through phone interactions, and communicate those trends clearly to leadership

Requirements:

• 2-3 years of customer service, contact center, or support operations experience, including at least 1 year in a people leadership, supervisor, or team management capacity
• Experience coaching frontline employees on service quality, productivity, communication, and customer handling skills
• Working knowledge of QA reviews, escalations, scheduling, attendance management, and performance documentation
• Comfort using support and business tools such as Help Scout or similar ticketing systems, phone systems, Shopify, Google Workspace, and Slack
• Ability to interpret performance data, spot trends, and translate observations into clear coaching or operational action
• Strong written and verbal communication skills, sound judgment, and the ability to stay calm and organized in a fast-moving support environment
• Ability to maintain a dedicated, distraction-free workspace and perform the essential duties of a fully remote leadership role
• Experience supporting or leading phone-based customer service teams, including coaching live customer conversations, reviewing call quality, and helping agents navigate escalated or sensitive customer interactions
• Comfort balancing people leadership with operational awareness, including staffing, coverage, volume trends, and real-time support needs
• Experience supporting both phone and written support channels in an e-commerce environment (strongly preferred)
• Experience in CPG, natural foods, subscription, wellness, or mission-driven consumer brands
• Familiarity with onboarding design, calibration practices, workforce planning, or continuous improvement work inside customer service
• Experience supporting distributed or fully remote customer service teams
• Personal alignment with real food, regenerative agriculture, or wellness-focused brands
• Comfort working within evolving processes and helping shape operational improvements in a growing customer service organization