Customer Success Supervisor

Summary

Join Instant Teams' Customer Success Department as a Supervisor and lead a remote team in providing exceptional customer service and sales support. You will be responsible for monitoring team performance, providing coaching and feedback, ensuring KPI goals are met, and creating a positive work environment. The role requires experience in customer service leadership, remote team management, and proven ability to develop team members. You will utilize various software tools and possess strong communication, organizational, and time management skills. The position offers a competitive salary, quarterly bonuses, and full Instant Teams benefits. Location restrictions apply.

Requirements

• 3+ years of Customer Service experience (preferably in leadership role/capacity)
• 1+ years of that experience in contact center work
• Prior experience leading remote teams
• 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 presenting team goals and achievements. (Quality, Productivity results, Sales etc.)
• Service-Oriented (We Serve with Excellence.)
• Lead from the front (We take Ownership.)
• Communication proficiency (We Communicate Mindfully.)
• Time management
• Collaborative
• Flexible (We Embrace Change Daily)
• Tech-savvy
• Fast-paced
• Self-starter
• Strong work ethic, ability to adapt to rapidly changing priorities
• Strong operational thought process (Intentional Curiosity)
• 40 hours a week and weekends as needed
• Monday - Friday 8:00a-5:00p normal U.S. business hours
• $50-60k annually

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
• Uses creativity to develop an engaged workforce
• 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

Benefits

• Supervisor Quarterly Incentive Plan
• This position does provide full Instant Teams benefits