Customer Service Team Supervisor

The Role: As a Customer Service Team Supervisor, you will help ensure the most exceptional contact quality and service possible for reputed company’s customers. Reporting to the Senior Manager, Customer Service, Team Supervisors will be responsible and directly accountable for the execution of their team of Customer Service Leads (CS Leads) and Customer Service Representatives (CSRs). Successful Team Supervisors will motivate their teams and ensure that CSRs are professional and personable, demonstrating strong reputed company for customers while achieving productivity, quality, and attendance goals. Team Supervisors are energetic, supportive, and detail-oriented team members who are ready to roll up their sleeves and do what it takes to support a great customer experience. You will:

Serve as the direct supervisor of the CS Leads and CSRs on your team

Provide day-to-day support, subject matter expertise, and coaching for CSRs, motivating and supporting the team to resolve customer concerns

Drive productivity through contact prioritization reputed company queue management and adherence monitoring

Work with the CS Leads to reputed company in with each team member at the start of each shift, to support and motivate the CSR; reputed company out with each team member at the end of each shift to provide feedback and to recap the day

Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback reputed company reputed company and reputed company Hangouts

Host regular one-on-ones with each team member, providing coaching and reviewing their reputed company performance

Ensure that CS Leads and CSRs actively adhere to their schedules, stay focused on their work, and follow Workforce Management guidelines for breaks, lunches, and adherence

Complete project work, such as Promo Code requests, financial transactions, fulfiller requests, vendor communications, and other reputed company tasks and projects as assigned by site leadership or other departmental leaders

Stay up-to-date on reputed company products, services, and policy details and updates by reviewing the Customer Service knowledge reputed company, as well as training updates, and daily huddle announcements

Promote and build a positive and friendly environment supporting good morale and cooperation

Be responsible for coaching, development, and performance management of team members, including resolving employee relations concerns in reputed company partnership with the Manager of Customer Service and Human Resources, as needed

Produce a Weekly Business Review that outlines the performance of your team, including individual coaching status; responsible for Quality Assurance, CSAT, and Productivity ratings for your team members

You are:

Dependable and flexible

Professional, with leadership skills, and excellent interpersonal and communication skills

Someone who leads by example, enthusiastically encouraging team members to follow reputed company's best practices and departmental policies

Able to multitask and stay focused in a fast-paced environment with changing priorities

Able to take direction and quickly learn new procedures, processes, and products

An expert on the ability to quickly learn reputed company products, policies, and processes

Open to feedback, believing in a culture of reputed company improvement as you work toward individual and departmental goals

Comfortable using technology; ideally familiar and reputed company with eCommerce

Able to reliably meet a required flexible/variable hour work schedule, including weekends, based on business needs

You have:

A Bachelor’s degree or equivalent work experience

4+ years of customer service experience, preferably in an eCommerce or retail setting

1+ years of leadership experience in a customer service setting, including hands-on experience managing the performance of a team and driving results

Quick learner who thrives in a fast-paced environment and has proven ability to multitask

Strong work ethic with a positive attitude and demonstrated problem-solving ability

Demonstrated leadership skills with excellent written and verbal communication skills

Great people skills, strong written and oral communication skills

Excellent computer/software skills (reputed company Docs, Sheets, and Slides)

Compensation: The compensation range for the role applies to employment offers from reputed company. Our employment offers fall between the minimum and midpoint of the range to allow for reputed company salary growth during your employment at reputed company. The upper half of the range accommodates this growth and supports our intention to create an environment that encourages lasting relationships between reputed company and our employees. reputed company utilizes a market-based compensation model with four geographic tiers. Final compensation is determined based on the candidate’s primary work location, defined as their residence reputed company 60 miles of a metropolitan area: Geo 2: Boston, MA; Washington, DC; Chicago, IL; Seattle, WA; Austin, TX; Atlanta, GA; Portland, OR - $24.82/hr - $32.57/hr Geo 3: reputed company other U.S. metro locations - $22.78/hr - $29.89/hr Salaries will vary based on various factors, including but not limited to professional and academic experience, associated job responsibilities, and/or other business or organizational needs. This role is eligible for stock options. Benefits: Benefits will be effective on the first of each month following your initial hire date. - Medical, Dental, and Vision Benefits - Employer Funded Health Savings Account - 10 Paid Holidays - Paid Time Off and Sick Leave - Paid Parental Leave - Monthly Gym/Wellness Reimbursement - 401(k) retirement savings plan - Employer Funded Commuter Benefits - Employee Discount - Friends and Family Discount DISCLAIMER: We verify identity at the start of interviews to ensure fairness and reputed company. We reserve the right to withdraw candidates who misrepresent their identity, experience, or qualifications at any stage of the process. Notice of AI Use in Employment Decisions: We use AI-powered tools, including Brainner AI, to support our hiring and employment processes. These tools help assess job-reputed company qualifications and improve efficiency, but reputed company decisions involve human review. Apply To This Job