Customer Care Supervisor - Account Management

What Success Looks Like

Within the first 90 days, a successful Supervisor will

Build rapport and trust with their team through consistent 1:1 coaching, clear expectations, and transparent feedback

Achieve or maintain team KPIs

Demonstrate measurable improvement in team NPS/CSAT scores

Reduce escalations by proactively identifying and closing skill gaps on the team

Partner with peers and leadership to contribute to at least one process improvement initiative

Responsibilities

Team Leadership & Development

Supervise, mentor, and develop a team of 8–12 Customer Care Representatives

Deliver regular coaching, conduct performance reviews, and support individual development plans

Assign and adjust workload based on call volume, staffing levels, and shifting business priorities

Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution

Performance & Quality Management

Track and analyze KPIs

Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed

Monitor call and case handling to ensure timely, accurate, and high-quality customer interactions

Interpret performance reports to identify trends, coach to gaps, and recognize top performers

Operational Execution

Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight

Ensure team compliance with company policies, procedures, and applicable regulations

Support customer retention by coaching representatives on save motions and de-escalation techniques

Partner cross-functionally to escalate and resolve systemic customer service challenges

Process Improvement & Collaboration

Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency

Contribute to the development and refinement of SOPs, call scripts, and training materials

Note: Supervisors are working leaders; individual performance targets are set proportionate to the number of direct reports they support

Requirements

Experience

3+ years of experience in a customer service leadership role, ideally within a contact center or subscription based, account management function.

Demonstrated track record of coaching teams to hit KPI targets

Experience writing and delivering performance feedback and conducting formal performance conversations

Exposure to workforce management concepts including scheduling, occupancy, and volume forecasting

Skills & Competencies

Strong problem-solving skills with the ability to stay composed and make sound decisions under pressure

Clear and professional communication skills — verbal, written, and one-on-one coaching

Proficiency in Salesforce CRM and Microsoft Office; familiarity with telephony/contact center platforms (Ring Central)

Ability to interpret performance dashboards and reports to drive data-informed decisions

Skilled in conflict resolution and escalation management for both customer and employee situations

Highly organized, detail-oriented, and accountable — able to follow through on multiple priorities simultaneously

Experience with or willingness to adopt quality monitoring tools and customer satisfaction measurement frameworks

Preferred…