Customer Service Supervisor
J
JobgetherE-Commerce
Based in the United States, 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 leadership role; at least 5 years of customer service experience
- Required Skills
- Quality AssuranceCustomer support
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 supporting eCommerce operations.
- Experience managing teams handling phone, email, and ticket-based customer support.
- Demonstrated ability to coach, mentor, and improve team performance.
- Strong verbal and written English communication skills.
- Excellent conflict resolution and customer de-escalation abilities.
- Experience conducting quality assurance reviews and providing actionable feedback.
- Ability to monitor service queues and make staffing decisions based on operational demand.
- Strong organizational skills with the ability to manage multiple priorities independently.
- Familiarity with customer service platforms, CRM systems, and productivity tools.
- Comfortable working with customer service KPIs such as productivity, service levels, CSAT, response times, and quality metrics.
- Availability to work during Eastern Standard Time (EST) business hours.
Responsibilities
- Supervise customer service agents managing phone, email, and ticket-based customer interactions.
- Monitor real-time queues, balance workloads, and adjust staffing coverage to maintain service levels.
- Support shift planning, schedule adherence, and daily operational coordination.
- Provide real-time guidance and support during complex customer interactions and escalations.
- Conduct quality reviews across calls, emails, and support tickets to identify improvement opportunities.
- Coach, mentor, and develop team members through structured feedback and performance support.
- Support onboarding and training initiatives for new team members.
- Manage complex customer complaints and make service recovery decisions.
- Track operational metrics including productivity, service levels, response times, and CSAT.
- Identify operational risks and recommend improvements to workflows and processes.
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