Customer Support Team Supervisor - Calendar

3 hours, 27 minutes ago
Full-time
Senior
Customer and Technical Support

Skylight / Skylight Frame

Skylight makes consumer technology products for families, primarily the Skylight Frame digital picture frame and the Skylight Calendar smart family calendar. Its core pitch is helping families share photos, schedules, and reminders.

Consumer electronics
51-200

Description

  • Maintain high standards across customer communication channels, including chat, email, and social support, while ensuring key performance metrics are met.
  • Provide regular coaching and feedback to help agents improve performance and develop professionally.
  • Partner with team leads to identify coaching needs, performance trends, and opportunities for improvement.
  • Lead quality assurance for Zendesk tickets, live chat, and social media responses, and use insights to improve training and workflows.
  • Own the hiring, onboarding, and training process for new Concierge team agents.
  • Delegate day-to-day training tasks while maintaining overall ownership of onboarding structure, content, and quality.
  • Manage customer-facing programs and initiatives that support the Concierge team and improve service to users.
  • Collaborate cross-functionally with product, operations, and support teams to stay aligned on priorities and represent the Concierge team.
  • Lead planning and execution for peak-season coverage during high-volume periods such as Q4 and Mother’s Day.
  • Monitor staffing needs, scheduling compliance, and team engagement to support consistent coverage and service quality.

Requirements

  • 3+ years of experience in customer support, with demonstrated leadership or supervisory experience.
  • Strong written and verbal communication skills, with an eye for tone and detail.
  • Experience with CRM support platforms such as Zendesk.
  • Experience providing direct customer support via social media platforms such as Reddit and Meta.
  • Proven ability to coach, train, and support team members in a fast-paced environment.
  • Highly organized, self-motivated, and comfortable managing multiple priorities.
  • Collaborative and empathetic leadership style, committed to helping others succeed.
  • Experience supporting customer service teams in high-volume or seasonal periods (preferred).

Benefits

  • Competitive salary plus equity package.
  • 401(k) matching.
  • Health, dental, and vision medical plans.
  • Wellness, learning, and home-office budgets.
  • Unlimited PTO.
  • Company holidays on the first Friday of every month, excluding November, December, and January.
  • Tremendous autonomy to set the direction of your work.
  • $85k base salary for Colorado-based candidates and $85k base salary for California-based candidates, based on experience.

Interested in this position?

Apply directly on the company website

Apply Now

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