Customer Success Supervisor

Summary

Join Instant Teams' Customer Success Department as a Supervisor and lead a team of remote Member Loyalty Advocates! You will oversee a team of up to 20 FTEs, ensuring exceptional customer service and high performance. Responsibilities include planning, assigning, and reviewing team work, conducting quality audits, providing coaching and feedback, and monitoring team productivity. You will also support employee development and ensure adherence to company policies. This is a temporary, seasonal position from August 2025 to December 2025, with a possibility of extension. The role is fully remote, requiring a 9-hour shift within a flexible timeframe.

Requirements

• 3+ years of Customer Service experience (preferably in a leadership role/capacity)
• 1+ years of experience in contact center work
• Demonstrated experience in leadership, facilitation and development of team members to meet or exceed customer experience objectives. Ability to interpret customer trends and communicate those effectively to the Customer Success Manager/Account Manager
• Intermediate knowledge/skills with software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack
• Strong interpersonal, organizational and communication skills. Ability to communicate with team members, customers, and management utilizing exceptional communication skills
• Excellent time management skills and sensitivity to deadlines
• Flexibility with the ability to adapt to change
• Ability to ask effective questions and present information clearly and concisely
• Understanding of KPI reports and experience in presenting team goals and achievements. (Quality, Productivity results, Sales etc.)

Responsibilities

• Plan, prioritize, assign, supervise and review the work of a team of remote team members responsible for providing customer service or sales support
• Prepare daily work schedules (as needed),ensuring proper operational coverage at the Peer Coach/Remote Team Member levels. If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met
• Perform quality audits according to client expectation to identify areas of coaching needed within the team
• Provide weekly/monthly status reports on employee performance
• Monitor team productivity against client work requirements
• Review and approve timesheets
• All other projects as assigned
• Provide timely 1x1’s and coach on performance improvement opportunities
• Provide feedback and coaching on customer requirements/escalations
• Ensure KPI goals are met
• Assist with the continuing development of existing employees
• Assist in the implementation of goals and objectives; ensure adherence to policies and procedures
• Communicates with other departments and management to resolve problems and expedite work
• Respond to and resolve customer inquiries and complaints, both written correspondence and phone
• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner

Preferred Qualifications

• Prior experience leading remote teams
• Experience in the insurance industry

Benefits

1 week paid training with a nesting period to follow