Supervisor, Beckett Customer Care

Job Summary

The Supervisor, Beckett Customer Care leads the daily operations of the Customer Care team while delivering an exceptional customer experience. Reporting to the Director, Global Customer Experience, this role is based in Plano, TX.

Key Responsibilities

• Lead, coach, and develop Team Leads and Representatives.
• Oversee daily customer service operations across phone, email, and other support channels.
• Monitor and improve key performance metrics, including service levels, response times, productivity, quality, and customer satisfaction.
• Handle escalated customer issues and ensure timely, professional resolution.
• Conduct regular coaching sessions, performance reviews, and development planning.
• Partner with cross-functional teams to improve processes and enhance the customer experience.
• Drive continuous improvement initiatives through data analysis and operational best practices.
• Absorb and assist with hiring, onboarding, workforce planning, and employee engagement.

Qualifications

• 5+ years of customer service experience, including 3+ years in a leadership role.
• Proven experience coaching and developing high-performing teams.
• Strong experience managing KPIs and customer service operations.
• Excellent communication, leadership, and problem-solving skills.
• Experience with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Ability to prioritize multiple initiatives in a fast-paced environment.

Preferred Qualifications

• Experience leading remote, hybrid, or geographically distributed teams.
• Experience managing customer escalations and service recovery.
• Process improvement and change management experience.
• Familiarity with AI-powered customer service tools and workflow automation.

Benefits

• Health Insurance: Medical, Dental, and Vision.
• Additional Benefits: Fertility, Commuter, and Educational Assistance.
• 401(k) Matching Plan.
• Vacation: Paid vacation.
• Holiday Pay: Ten company paid holidays.
• Flexible Hours: Flexible schedules with varying shifts.
• Employee Discounts: Discounts on select grading services for approved submissions.
• Fun Working Environment: Celebrations, holiday events, and team building activities.

Salary Range

The salary range for this position is $67,535 to $79,453. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.

Equal Opportunity Employer

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better serve the diverse community of collectors we support.