Customer Service Phone Supervisor (US, Remote)

7 hours, 5 minutes ago
Full-time
Junior
Customer and Technical Support
Paleovalley

Paleovalley

Paleovalley provides organic olive oil and nutrient-dense bacon made from pasture-raised pork, offering pure and savory flavors without inflammatory oils or preservatives.

Food Products
11-50

Description

  • Lead day-to-day people management for assigned agents and any Customer Service Team Leads, including 1:1s, coaching, goal-setting, and follow-through.
  • Set expectations for service quality, productivity, schedule adherence, and customer experience, and hold the team accountable through communication and documentation.
  • Review customer interactions, calibrate quality standards, deliver actionable feedback, and identify coaching needs or process improvements.
  • Support hiring and onboarding by partnering with the Director of Customer Service on screening, interview feedback, training readiness, and new hire ramp-up.
  • Monitor team performance metrics to identify risks, performance gaps, workflow bottlenecks, and improvement opportunities.
  • Approve timecards, paid time off, and scheduling requests in alignment with coverage needs and department guidelines.
  • Serve as an escalation point for complex customer issues, policy interpretation questions, and agent support needs.
  • Oversee daily phone team operations, including call volume, coverage needs, agent availability, follow-up expectations, and customer experience trends.
  • Partner with leadership to review staffing needs, schedule gaps, volume patterns, and phone team performance for proactive coverage decisions.
  • Provide direct coaching on phone handling, tone, de-escalation, policy explanation, documentation, and follow-up.

Requirements

  • 2-3 years of customer service, contact center, or support operations experience, including at least 1 year in a people leadership, supervisor, or team management role.
  • Experience coaching frontline employees on service quality, productivity, communication, and customer handling skills.
  • Working knowledge of QA reviews, escalations, scheduling, attendance management, and performance documentation.
  • Comfort using Help Scout or similar ticketing systems, phone systems, Shopify, Google Workspace, and Slack.
  • Ability to interpret performance data, spot trends, and turn observations into coaching or operational actions.
  • Strong written and verbal communication skills, sound judgment, and the ability to stay calm and organized in a fast-moving environment.
  • Ability to maintain a dedicated, distraction-free workspace and perform the duties of a fully remote leadership role.
  • Experience supporting or leading phone-based customer service teams, including live call coaching and escalated or sensitive interactions.
  • Comfort balancing people leadership with operational awareness, including staffing, coverage, volume trends, and real-time support needs.
  • Experience supporting both phone and written support channels in an e-commerce environment, strongly preferred.

Benefits

  • Medical, dental, and vision coverage with 100% employer-paid dental and vision and a small monthly medical premium for employees.
  • Generous paid time off.
  • Paid sick time.
  • Six paid holidays each year.
  • Paid parental leave.
  • 100% company-paid Short-Term Disability, Long-Term Disability, and Life Insurance.
  • 401(k) with up to a 4% company match after one year of service.
  • Monthly product stipend or access to perfectly imperfect damaged product.

Interested in this position?

Apply directly on the company website

Apply Now

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