Supervisor, Customer Service
About Us
At Home Sweet Home, we help people navigate one of life's biggest transitions — moving into a new home. Our team of Customer Service Coordinators (CSCs) and Customer Service Specialists (CSSs) works directly with transferees and channel partners to make relocation as smooth as possible. We're looking for a Supervisor, Customer Service who's ready to lead, coach, and grow a high-performing team.
About The Role
As Supervisor, Customer Service, you'll be the driving force behind your team's performance and development. This isn't just a role about keeping the trains running — it's about building people up. You'll coach individuals through real-time feedback, use data to spot opportunities before they become problems, and create a team culture where people want to do their best work. You'll report to the Operations Manager and split your time between people leadership, performance management, and staying close to the day-to-day work as a hands-on subject matter expert.
Responsibilities
- Lead & Develop Your Team
- Coach, mentor, and develop a team of CSCs and CSSs through regular 1:1s and performance conversations
- Deliver clear, actionable feedback - both recognition and correction - to drive growth
- Build a positive, accountable team culture rooted in collaboration and high performance
- Identify high-potential team members and support their path forward
- Lead and engage a hybrid team, adapting your coaching and communication style for both on-office and remote employees
- Manage Performance & Productivity
- Monitor key productivity and quality metrics, using data to guide coaching and decision making
- Set workload rotation and manage daily assignments across the team
- Ensure consistent process adherence, addressing gaps as they arise
- Prepare and present performance reports to the Operations Manager
- Implement corrective action plans when needed and track progress
- Stay Connected to the Work
- Serve as the first point of contact for escalations
- Maintain a personal file load and stay hands-on as the subject matter expert on CSC/CSS work
- Collaborate cross-functionally with Network Management, CRM, and Accounting teams
Requirements
- Experience leading or supervising a team in a field service, customer experience or operations environment
- A track record of coaching people to improve performance and grow in their roles
- Comfort working with metrics and data to guide decisions
- Strong communication skills
- Ability to balance people leadership with hands on operational work
- A collaborative mindset and experience working across teams
Benefits
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Vision insurance
Pay
Salary starting at $72,000 + bonus
Schedule
40 hours per week, Monday through Friday
Work Location: Hybrid in Redondo Beach, CA 90277