Customer Care Supervisor

Responsibilities

• Lead & Develop Team: Oversee daily operations of 10-15 Customer Care Coordinators to ensure productivity and policy adherence. Provide coaching and performance feedback in partnership with the Customer Care Manager.
• Performance & Quality Management: Monitor KPIs, conduct QA evaluations and call monitoring, maintain documentation, and proactively address performance trends.
• Escalation & Issue Resolution: Serve as the primary point of contact for complex or high-impact customer concerns, including returned product investigations.
• Talent Support: Assist with hiring, interviewing, onboarding and training new team members. Identify training needs and partner with the Customer Care Manager to address them.
• Cross-Functional Collaboration: Partner with Accounting, Production, Sales, and other departments to resolve customer matters effectively.
• Team Engagement & Culture: Promote morale, accountability, retention, and a positive team environment.
• Process Improvement: Continuously evaluate and improve operational processes; occasionally conduct job site visits for team training purposes.
• Additional Support: Step in to support Customer Care I-III responsibilities and perform other duties as assigned.

Qualifications

• Experience: 2-5+ years of customer service or support experience; prior leadership or supervisory experience strongly preferred.
• Customer-Centric Mindset: Strong understanding of the customer lifecycle and ability to balance customer experience with business objectives.
• Communication & Conflict Resolution: Excellent written and verbal communication skills with the ability to de-escalate concerns and protect company interest.
• Critical Thinking & Decision-Making: Proven ability to assess complex situations, exercise sound judgment, and implement effective solutions in time-sensitive environments.
• Organization & Execution: Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced setting.
• Industry Experience (Preferred): Background in construction, home improvement, customer success, or project/process improvement environments. Project management experience is a plus.