Customer Care Supervisor

2 days, 11 hours ago
Full-time
Senior
Customer and Technical Support
Culligan

Culligan

Culligan specializes in providing comprehensive water treatment systems and solutions for both residential and commercial clients, ensuring access to cleaner, safer, and better-tasting water through a range of products including water softeners, filtra...

Beverages
1K-5K
Founded 1936
$108M raised

Description

  • Supervise, mentor, and develop a team of 8–15 Customer Care employees.
  • Provide regular coaching, conduct performance reviews, and support individual development plans.
  • Assign and adjust workload based on call or case volume, staffing levels, and business priorities.
  • Serve as the first point of escalation for customer and employee issues and resolve them quickly.
  • Drive quality and accountability through audit reviews, SLA adherence, documentation accuracy, and SOP execution.
  • Own team productivity, quality, customer satisfaction, and retention goals through performance management and coaching.
  • Monitor NPS/CSAT trends and take corrective action to improve customer experience.
  • Use reporting tools such as Power BI and Salesforce to identify trends, coach gaps, and reduce cancellations.
  • Manage scheduling, attendance tracking, and case queue oversight.
  • Partner cross-functionally to resolve systemic customer service challenges and improve operational efficiency.
  • Contribute to the development and refinement of SOPs, call scripts, and training materials.

Requirements

  • 3+ years of experience in a customer service leadership role, ideally in a contact center or subscription-based account management environment.
  • Demonstrated track record of coaching teams to meet KPI targets.
  • Experience delivering performance feedback and conducting formal performance conversations.
  • Exposure to workforce management concepts such as scheduling, occupancy, and volume forecasting.
  • Experience using CRM platforms, reporting tools, and contact center technologies to drive operational performance.
  • Strong verbal, written, and one-on-one coaching communication skills.
  • Ability to remain composed, solve problems, and make sound decisions under pressure.
  • Highly accountable, customer-focused, and adaptable in a fast-paced environment.
  • Strong organizational skills with the ability to manage multiple priorities and follow through with accountability.
  • Preferred: frontline leadership training or certification such as Ken Blanchard, Franklin Covey, or an internal leadership development program.
  • Preferred: familiarity with NPS methodology and customer retention practices.

Benefits

  • Medical, dental, and vision insurance starting on day one.
  • 401(k) match of 50% up to 6%.
  • Life insurance and disability coverage.
  • Unlimited paid time away.
  • Parental leave.
  • Additional voluntary benefits.
  • Career progression opportunities.
  • Coaching and professional development.
  • Salary, commission, benefits, and incentive awards.

Interested in this position?

Apply directly on the company website

Apply Now

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