Customer Service Supervisor

Team Leadership — Manage, mentor, and motivate a team of 5 customer service reps
Escalation Handling — Take ownership of tough calls, upset customers, and high‑pressure situations
Workflow Management — Oversee daily operations, assign tasks, and ensure smooth coverage
Training & Development — Coach reps, run refreshers, and maintain performance standards
Quality Control — Review calls, emails, and tickets to ensure consistency and professionalism
Reporting — Track KPIs, team performance, and customer satisfaction metrics
Cross‑Department Collaboration — Work with operations, sales, and management to resolve issues quickly
Process Improvement — Identify bottlenecks and recommend better systems or workflows
Qualifications

Leadership Experience — Prior team lead or supervisor experience strongly preferred
Thick Skin — Able to handle pressure, conflict, and demanding customers
Communication Skills — Clear, confident, and steady under stress
Organization — Skilled at managing people, tasks, and shifting priorities
Tech Proficiency — Comfortable with CRM systems, ticketing platforms, and Microsoft Office
Strong problem‑solving and decision‑making abilities
Experience in a fast‑paced environment