Customer Care Supervisor

Overview

This position is a key member of the North American Customer Care organization. This role is responsible for fostering a high-performance and high-engagement environment where team members consistently deliver a world-class customer experience through clear communication, consistent coaching, and strong leadership.

Responsibilities

• Provide effective supervisory leadership aligned with ProDriven Global Brands policies and values, ensuring all customer care practices support a high-quality, customer-focused environment.
• Manage Service Level Agreements (SLAs) and quality metrics with a focus on continuous improvement and elevated customer satisfaction.
• Maintain clear and consistent communication to ensure team alignment with operational priorities, product knowledge updates, and customer expectations.
• Serve as the primary escalation point for complex or urgent customer matters, demonstrating professionalism, accountability, and commitment to timely resolution.
• Partner with internal teams to resolve customer inquiries and concerns.
• Support daily operations by assisting with calls, emails, or order entry when required.

People Management

• Oversee timesheets, attendance, and schedule adherence to ensure proper staffing levels.
• Establish, communicate, and achieve individual and team performance goals.
• Conduct coaching sessions, performance evaluations, and structured development discussions to support continuous employee growth.
• Identify training needs and ensure team members possess the skills, knowledge, and tools required to deliver exceptional customer experiences.
• Maintain accountability by applying policies and performance management practices consistently and fairly.
• Identify high-potential team members and support their development toward expanded responsibilities or future leadership opportunities.
• Lead daily team meetings to review priorities, recognize accomplishments, discuss service insights, and promote engagement.

Customer Care Expectations

• Own the customer experience and act in ways that turn customers into promoters of our products and services.
• Identify and communicate opportunities to use technology or improve processes and systems to enhance service levels and enable automation.
• Provide timely, accurate, and transparent communication that establishes clear expectations for customers.
• Encourage customer adoption of available self-service tools and resources.
• Demonstrate professionalism, resilience, and focus in a high-volume, time-sensitive environment.
• Win as a team by collaborating and embracing innovative ideas.

Qualifications

• Bachelor’s degree in Business Administration or a related field preferred or equivalent work experience required.
• 3~5 years of direct experience required, 5 years of direct experience managing a high-performing Customer Care, Product Support or similar organization required.
• Proven ability to lead, develop, and scale teams in a fast-paced, customer-focused environment.
• Strong analytical and problem-solving skills with a focus on data-driven decision-making.
• Excellent communication and cross-functional collaboration skills.

Skills & Abilities

• Intermediate level Microsoft Outlook, Word, PowerPoint skills.
• Intermediate level Microsoft Excel skills.
• Experience leading teams of 10 or more employees.
• Demonstrated ability to support teams handling diverse call types, including product questions and order entry.
• Strong interpersonal, verbal, and written communication skills with the ability to lead team meetings and collaborate cross-functionally.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced setting.
• Leverage prior management experience to drive team performance, accountability, and continuous improvement initiatives.
• Foster a culture of professionalism, accountability, and customer-first mindset across the team.

Travel Requirements

0% ~ 10% travel domestically required.

EEO Statement

ProDriven Global Brands is committed to fostering, cultivating, and preserving a culture of diversity, equity and inclusion. ProDriven Global Brands is an equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants to ProDriven Global Brands are considered for employment without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status or any other protected characteristic.