Supervisor, Customer Service

About the Company

Barnes & Noble is the leading book retailer in the United States, with roots dating back to 1873 and a long history of growth through innovation and expansion. Today, under CEO James Daunt and private ownership by Elliott Advisors, Barnes & Noble operates approximately 700 bookstores nationwide, serves over 700 communities across all 50 states, and maintains a robust digital presence through BN.com, NOOK® eBooks and audiobooks, and educational resources such as SparkNotes. The company also includes complementary retail brands such as Paper Source, Books Inc., Tattered Cover, and B. Dalton, further strengthening its market reach. Following a period of revitalization, Barnes & Noble is experiencing strong momentum, with plans to open approximately 60 new stores in 2026, underscoring renewed confidence in physical retail and local bookselling.

About the Role

As the Supervisor of Customer Service, you will support the Sr. Manager and act as the “manager in charge” when the Manager is not available. You will serve as the Subject Matter Expert supporting various teams, with a focus on the Call Center. You will also determine opportunities to automate processes and functions to improve business productivity, efficiency, and meet department goals.

Responsibilities

• Build, lead, and mentor a team of Customer Service Specialists and provide day-to-day direct supervision and support.
• Identify the training and development needs of agents, working closely with the CS Training Team to ensure curriculum and knowledge base articles are current, effective, and available.
• Ensure all key performance metrics are met.
• Provide coaching and mentoring to the team to ensure required responsibilities are met and employee development is addressed.
• Identify gaps and opportunities in customer experience and communicate regularly on current customer issues, trends, and recommended solutions to management.
• Serve as a subject matter expert and work cross-functionally with CS Teams to communicate issues, feedback, and ideas, advocating for the voice of the customer and optimal agent experiences.
• Handle customer calls periodically to stay in tune with trends, issues, and navigating CS tools, as well as to assist with volume when needed.
• Conduct team meetings to provide status updates on CS initiatives, trends, and training huddles.
• Actively participate in QA-sponsored Call Listening and Focus Group Sessions, collaborating on improvement opportunities and assessing contact experiences.

Requirements

• At least 2-3 years in a lead or supervisory role.
• Ability to work independently and as part of a team in a customer-driven, fast-paced environment.
• Ability to work well under pressure while consistently meeting deadlines.
• Strong prioritization and analytical skills.
• Ability to multi-task, prioritize, and organize multiple projects/tasks concurrently while meeting required deadlines.
• Strong verbal communication and writing skills.
• Customer service experience with call center experience preferred.

Expected Behaviors

• Well organized and manages time effectively.
• Good teamwork skills; ability to motivate and guide the team well.
• Makes decisions based on sound logic.
• Results-oriented; ability to focus on goals and pivot where needed to drive results and deliver exceptional customer service experiences.
• Adapts well to changing situations.
• Reliable in using good judgment.
• Dedicated to meeting the expectations of customers.
• Receives and carries out tasks in a cooperative manner.
• Works professionally, harmoniously, and effectively with co-workers.

Benefits

• For employees scheduled to work less than 20 hours per week: Employee Discount, EAP, and Sick Pay.
• For employees scheduled to work between 20 and 29.99 hours per week: Employee Discount, EAP, Sick Pay, Paid Time Off (including paid Maternity and Parental Leave), Company Paid Holidays, Transit, and 401(k) with Company Match.
• For employees scheduled to work 30 hours or more per week: Employee Discount, EAP, Sick Pay, Paid Time Off (including paid Maternity and Parental Leave), Company Paid Holidays, 401(k) with Company Match, Comprehensive Health Benefits (Medical, Dental, and Vision), Healthcare and Dependent Care Spending Accounts, Healthcare Spending Account, Disability Benefits, Life Insurance, Transit, and Tuition Reimbursement.

All benefits provided are in accordance with the terms of the current plan and may be subject to future change. Benefits may vary depending on location/state regulations.

Pay

An employee in this position can expect an annual salary between $55,000 - $65,000 depending on experience, seniority, geographic locations, and other factors permitted by law.