Customer Service Supervisor

Position Summary

The Customer Service Supervisor reports to the Operational Support Manager and leads the Customer Service team. This role supports daily team performance, coaching, training, scheduling, customer calls, chats, escalations, refunds, disputes, Google reviews, customer care follow-up, and timely responses to all customer care emails.

Key Responsibilities

• Lead, coach, train, schedule, and support Customer Service team members to ensure consistent performance, accountability, professionalism, and coverage.

• Actively take customer calls, respond to chats, handle escalations, and provide backup support during high-volume periods.

• Oversee customer care inbox, ensuring all customer care emails are reviewed, responded to, followed up on, and resolved in a timely and professional manner.

• Monitor live calls, chats, AI call reports, and monthly call reviews to identify coaching opportunities, knowledge gaps, quality concerns, and process improvements.

• Create and maintain customer service procedures, sales training materials, call guides, scripts, FAQs, response standards, coaching tools, sales goals, monthly statistic goals, and training support for the AI and knowledge base used for both phones and chat.

• Coach team members on customer communication, call quality, sales confidence, product knowledge, upselling, problem resolution, accurate policy guidance, and ways to improve individual and team sales results.

• Support refund requests, approve or deny refunds when appropriate, review chargeback letters, ensure disputes are handled properly and on time, and manage customer care concerns and escalated issues according to company guidelines.

• Ensure Google reviews are monitored and responded to in a timely, appropriate, and professional manner, with on-star review responses reviewed before posting.

• Provide real-time support to team members and communicate recurring customer concerns, policy questions, or process improvement opportunities to leadership.

Qualifications and Skills

• Must live in Naples, FL or be willing to relocate here.

• Previous customer service, call center, salon, retail, or operational support experience preferred.

• Prior leadership, coaching, training, or team lead experience preferred.

• Strong communication, organization, problemsolving, and follow-through skills.

• Ability to remain calm and professional when handling escalated customer situations.

• Comfortable reviewing performance data, identifying trends, coaching employees, and recommending improvements.

• Sales-minded approach with sound judgment when reviewing refunds, disputes, customer concerns, and escalations.