Customer Care Supervisor - Account Management (Hiring Immediately)

Customer Care Supervisor

The Customer Care Supervisor leads a team of 8–12 Customer Care Representatives responsible for managing contact center and/or subscription management. This role ensures daily operational excellence, delivers consistent coaching and development, and drives measurable improvement in customer satisfaction (NPS/CSAT) and retention outcomes. The Supervisor also partners cross-functionally to resolve issues, improve processes, and strengthen the overall customer experience.

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 improvemen...