Customer Service Shift Supervisor
New
United StatesFull-TimeManager
Salary22 USD per hour
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Job Details
- Experience
- Minimum 5 years of customer service experience, including at least 2 years in a supervisory or leadership role.
- Required Skills
- Customer serviceCoachingZendesk
Requirements
- Minimum 5 years of customer service experience.
- Minimum 2 years in a supervisory or leadership role.
- Strong background in call center or high-volume customer support environments.
- Excellent communication, leadership, and interpersonal skills.
- Proven ability to coach and develop teams.
- Experience using customer service platforms (e.g., Zendesk or similar tools).
- Strong analytical skills with the ability to interpret performance data and identify improvement opportunities.
- Ability to remain calm, decisive, and effective in high-pressure or escalated situations.
- Flexibility to work swing shifts, including evenings, weekends, and holidays.
Responsibilities
- Act as the primary escalation point during assigned shifts, resolving complex customer issues and ensuring timely, high-quality resolutions.
- Supervise, coach, and support customer service agents in real time to ensure adherence to KPIs and service standards.
- Monitor team performance throughout the shift, identifying gaps and driving immediate corrective actions when needed.
- Conduct team huddles and one-on-one coaching sessions to support continuous improvement and engagement.
- Support onboarding and training of new agents to ensure strong ramp-up and operational readiness.
- Maintain accurate documentation of customer interactions, escalations, and resolutions, ensuring reliable reporting.
- Collaborate with cross-functional teams to resolve customer issues and improve end-to-end service delivery.
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