Customer Service Supervisor
P
PaleovalleyConsumer Goods
Remote (WFH) with location restrictions within the United States. For tax and compliance purposes, this role is open only to candidates that will work or reside in the following states: AR, AZ, CA, CO, FL, GA, ID, IL, LA, MO, NC, NJ, NV, NY, OH, TX, VA, WA, WI, WY.Full-TimeManager
Salary45,000 - 55,000 USD per year
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Job Details
- Experience
- 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.
- Required Skills
- Data AnalysisPeople ManagementShopifyCustomer serviceGoogle WorkspaceSlack
Requirements
- 2-3 years of customer service, contact center, or support operations experience
- 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, 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
- Ability to maintain a dedicated, distraction-free workspace
- Experience supporting or leading phone-based customer service teams
- Comfort balancing people leadership with operational awareness
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.
- Oversee day-to-day phone team operations, including monitoring call volume, coverage needs, agent availability, follow-up expectations, and customer experience trends.
- 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.
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