Customer Solutions Supervisor

Overview NuCO2 is the leading national provider of beverage‑grade carbon dioxide, draught beer‑grade nitrogen, and beverage‑gas safety solutions. The Customer Solutions Supervisor (CSS) leads a team of Specialists responsible for delivering exceptional customer support, resolving complex issues, and maintaining high service standards. This role drives operational execution and productivity of their assigned team by ensuring quality standards, process compliance, schedule adherence, and accountability to measurable objectives are consistently administered. The CSS provides daily coaching, real‑time support, and operational oversight to ensure team members feel supported and engaged. The CSS partners closely with their peers to ensure departmental service levels are achieved. The Supervisor manages high‑visibility escalations, partners cross‑functionally to resolve customer concerns, and drives continuous improvement across the team. Successful candidates are strong communicators, confident decision makers, and skilled problem solvers who thrive in a fast‑paced, customer‑focused environment. This role is based in our 24/7 Customer Support Center; evening and weekend availability is required. Essential Duties And Responsibilities Monitor queue activity, workload distribution, and team productivity to ensure service levels are consistently achieved and to prevent aging casesProvide real‑time support to Specialists at their desks, via MS Teams, or by accepting escalation callsServe as a subject matter expert for complex cases, troubleshooting, customer negotiations, and de-escalation tacticsAct as the primary escalation point for issues beyond the scope of SpecialistsAuthorize and process credits or adjustments within established authority limitsProcess payments and remove AR holds once issues are resolvedObserve associate interactions to identify and address coaching opportunitiesAudit case notes and call recordings to ensure quality and process adherenceAssist with inbound queue coverage during peak periodsGenerate or approve delivery and service escalationsPartner cross-functionally to expedite urgent resolutionsEnsure team members stay organized while navigating multiple platforms and documenting case detailsDeliver coaching, feedback, and support to drive individual and team improvementIdentify process gaps or recurring issues and collaborate cross‑functionally to implement solutionsManage associate timecards and time‑off requestsReport weekly, monthly, and quarterly on team performanceMaintain adherence to all policies, procedures, and compliance requirementsFoster a positive, collaborative team environment that promotes accountability, engagement, and continuous learning Education & Experience High School Diploma or GED required5+ years total relevant experience, including:3+ years in customer service (contact center preferred)2+ years in a supervisor or manager role leading teams of 10+Proficient in Windows‑based systemsFamiliar with Microsoft Outlook and TeamsAble to type 35+ WPMAble to read and comprehend written correspondence, process documents, training materials, and job aids Preferred Experience Bilingual in conversational Spanish Success Attributes Leads with a safety‑first mindsetTreats everyone with respect and courtesyDemonstrates integrity in all actionsComfortable with ambiguity and decision‑makingSkilled in navigating conflict and difficult conversationsExhibits consistent and fair leadership In exchange for your contributions to the organization, Nuco2 provides employees with a full benefit package to include medical, dental, vision and prescription, matching 401K savings, paid time off, tuition reimbursement, and much more. NuCO2 provides competitive pay and an exceptional benefits package, including health, dental, disability, and life insurance; paid holidays and vacation; a 401(k)-retirement plan; employee discounts; and opportunities for educational and professional development. Additional compensation may vary depending on the position and organizational level. Build your future with us while making an impact every day! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.