Customer Service Supervisor
C
Catch CreationE-Commerce
US Remote, Eastern Standard Time (EST)Full-TimeManager
Salary5 - 5.5 USD per hour
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Job Details
- Languages
- English
- Experience
- Minimum 3 years of experience in a Customer Service Supervisor, Team Lead, Manager or similar leadership role; at least 5 years of customer service experience.
- Required Skills
- LeadershipCustomer serviceQuality AssuranceTeam managementCRM
Requirements
- Minimum 3 years of experience in a Customer Service Supervisor, Team Lead, Manager or similar leadership role.
- At least 5 years of customer service experience, preferably in an e-commerce environment.
- Strong experience managing agents handling phone, email, and other ticket-based support.
- Demonstrated ability to coach, mentor, and develop high-performing customer service teams.
- Excellent verbal and written English communication skills.
- Strong conflict resolution and customer de-escalation skills.
- Experience conducting quality assurance reviews and delivering performance feedback.
- Ability to monitor real-time queues and make staffing decisions based on service demand.
- Comfortable working with KPIs such as CSAT, FRT, and service levels.
- Proficient in customer service platforms, CRM systems, and productivity tools.
- Willing to work Eastern Standard Time (EST).
Responsibilities
- Supervise Customer Service Agents handling phone, email, and other customer support channels.
- Monitor real-time queues and redistribute workloads to maintain service levels.
- Conduct regular call, email, and ticket quality reviews to provide feedback and coaching.
- Resolve complex customer complaints and high-priority escalations.
- Monitor daily operational metrics and provide performance updates to management.
- Recommend practical improvements to workflows, tools, and support processes.
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