Customer Service Supervisor

About the role

PS Seasoning – Our Craft is Flavor. A third‑generation strong company, we believe the best recipes are passed down from one generation to the next. Since our inception in 1986, we’ve cultivated a culture of support, togetherness, respect, loyalty, and family values. When you join the PS team, you’re part of a family—and part of our recipe for success.

Position Summary: We’re looking for a passionate and experienced Customer Service Supervisor to lead and elevate every touchpoint of the customer journey—especially within our call center operations. This role is key to delivering a seamless and engaging customer experience through data‑driven strategies, team leadership, and cross‑functional collaboration.

Responsibilities

• Create and implement strategies to enhance customer satisfaction, loyalty, and efficiency.
• Analyze customer feedback and service data to identify trends and opportunities.
• Lead and mentor the customer experience team, including call center staff.
• Own and track KPIs such as CSAT, NPS, FCR, AHT, and service level.
• Develop team goals and coach for performance improvement.
• Work cross‑functionally with product development, marketing, sales, and operations.
• Resolve high‑impact customer issues with empathy and urgency.
• Implement tools, technologies, and workflows to improve service operations.
• Deliver reports on key customer experience metrics and drive continuous improvement.
• Foster a positive, food‑loving, customer‑first culture.
• Other duties as assigned by manager.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 5+ years in customer service, customer experience, or contact center leadership.
• Proven experience managing call center operations and leading service teams.
• Strong grasp of KPIs and a data‑driven approach to service delivery.
• Exceptional communication and leadership skills.
• Proficiency in CRM and customer service tools (e.g., Salesforce, Zendesk).
• Ability to work cross‑functionally and influence organizational change.
• A true passion for food, culinary innovation, and creating unforgettable customer moments.
• Bonus: Advanced degree or professional certification in CX (e.g., CCXP, Six Sigma).

Benefits

• Competitive pay
• Health, dental, vision, and life insurance
• 401(k) with company match
• Paid holidays and vacation
• 50% off employee discount
• Employee appreciation events
• Outdoor courtyard with putting green
• Delicious smells throughout the workplace