Customer Assurance Supervisor
New
J
JobgetherCustomer Success
United StatesFull-TimeManager
Salary50,000 - 55,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 3+ years
- Required Skills
- Quality AssuranceCoachingCustomer support
Requirements
- 3+ years of leadership experience in customer service, quality assurance, customer support, or a related function.
- Experience managing live chat, email support, digital customer communications, or other customer-facing service channels.
- Demonstrated experience coaching, mentoring, developing, and managing employees to improve performance and customer satisfaction.
- Strong understanding of quality assurance principles, service-level management, workflow design, and customer experience operations.
- Proven ability to establish policies, procedures, quality standards, and escalation frameworks with sound independent judgment.
- Strong analytical skills, with the ability to interpret KPIs and operational trends and turn insights into staffing, process, and resource decisions.
- Excellent leadership, communication, organizational, and problem-solving abilities.
- Ability to work independently, make decisions with limited supervision, and manage priorities in a fully remote environment.
- Strong accountability and professionalism, with the ability to foster a high-performance, collaborative team culture.
- Willingness to work extended hours and weekends when required.
Responsibilities
- Lead the Customer Assurance team, including responsibility for staffing, performance management, coaching, development, and personnel decisions.
- Establish department-wide service-level policies and workflow structures for live chat, email, and outbound customer communications.
- Design, implement, and continuously improve the Quality Assurance program, including scoring criteria, coaching standards, and calibration methodologies.
- Monitor customer service queues, workload volumes, productivity trends, and resource requirements to inform staffing and allocation decisions.
- Establish escalation policies and resolution standards, personally addressing complex or precedent-setting issues requiring management-level judgment.
- Direct coaching, training, onboarding, and performance-management initiatives to strengthen employee capabilities and customer outcomes.
- Define standards for interaction quality, accuracy, professionalism, and compliance.
- Plan and direct customer outreach programs, including reservation follow-up, review follow-up, and customer retention initiatives.
- Track and analyze key performance indicators such as response times, customer satisfaction, productivity, quality scores, resolution rates, and outbound performance.
- Represent the Customer Assurance function in cross-functional planning with Customer Success, Operations, and Marketing teams.
View Full Description & ApplyYou'll be redirected to the employer's site
