Supervisor, Customer Care

Overview & Position Summary

This role provides day‑to‑day leadership and supervision for customer care and warranty operations, ensuring a positive homeowner experience post‑close. The position manages administrative and field staff, oversees workflow, enforces service standards, and supports timely resolution of homeowner issues. Close collaboration with construction, quality, and trade partners is essential to deliver consistent and high‑quality customer service.

Primary Responsibilities

• Supervise daily activities of customer care and warranty staff, both administrative and field‑based.
• Assign, monitor, and balance workloads to ensure timely response to customer inquiries and warranty requests.
• Ensure adherence to customer care policies, procedures, and quality standards.
• Oversee intake, tracking, and completion of service requests and warranty claims.
• Address escalated or complex customer issues and determine appropriate resolution.
• Provide coaching, training, and development to team members; maintain up‑to‑date training materials.
• Support cross‑functional departments through collaboration.
• Monitor performance metrics, including response times, service quality, and customer satisfaction.
• Identify opportunities for process improvement and workflow efficiencies.
• Maintain accurate documentation and reporting of service activity and team performance.

Required Education & Experience

• High school diploma or equivalent.
• Minimum of 2 years of relevant customer care, warranty, construction support, or related experience.
• Preferred: Bachelor’s degree in construction management, business, or a related field.
• Prior experience supervising or leading customer care or support teams.

Skills & Competencies

• Knowledge of residential construction warranty and customer care processes.
• Basic people management and team leadership skills.
• Strong customer service and problem‑resolution abilities.
• Effective verbal and written communication skills.
• Ability to plan, prioritize, and manage daily workloads.
• Analytical skills to assess issues and identify practical solutions.
• Ability to collaborate across construction and operational teams.
• Attention to detail and commitment to service quality.

Working Conditions

This position is primarily based in an office or administrative environment with periodic visits to residential construction sites or occupied homes. Exposure to outdoor conditions, noise, and active work areas may occur during site visits. Local travel between communities and offices may be required.

Physical Requirements

• Ability to sit or stand for extended periods.
• Ability to walk residential communities and construction sites.
• Ability to bend, reach, and navigate uneven surfaces.
• Ability to lift and carry items up to 20 pounds occasionally.
• Ability to view computer screens and read documents for extended periods.

Automobile Allowance

This position is eligible for an automobile allowance. Candidates must maintain a valid driver’s license, personal vehicle, and automobile insurance meeting company coverage requirements. Proof of insurance will be required before employment.

Benefits

• Competitive compensation structure that rewards performance and results.
• Comprehensive health & wellness coverage including medical, dental, vision, HSA, and FSA options.
• 401(k) retirement savings plan.
• Paid time off including vacation, sick leave, holidays, bereavement, jury duty, FMLA, and military leave.
• Company‑provided life insurance, AD&D insurance, and short‑ and long‑term disability coverage.
• Employee assistance program (EAP).
• Exclusive home purchase and financing discounts.
• Discounted group pet insurance rates.