Customer Service Supervisor
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Job Location:
Lafayette, IN - USA
Monthly Salary:
Not Disclosed
Posted on:
21 hours ago
Vacancies:
1 Vacancy
Job Summary
Location:Lafayette LA (On-site)
Department:Customer Support
About
is the leading destination for custom-printed golf balls and golf gifts. Were fast-growing customer-obsessed and serious about doing things right the first time. Our Customer Support team plays a critical role in creating raving fans solving problems before they escalate and being the voice of our customers across the organization.
Were hiring aCustomer Service Supervisorto help lead coach and elevate our front-line support team as we continue to scale.
The Role
The Customer Service Supervisor is a hands-on leader responsible for driving service excellence accountability and consistency across our customer support team. This role sits directly under the Director of Customer Support and partners closely with Sales Operations and BI to improve customer outcomes reduce friction and increase retention.
Youll lead by examplecoaching daily solving real customer issues improving workflows and helping the team deliver exceptional service at scale.
Our Customer Service Objectives
This role is directly accountable for executing against the following objectives:
1. Deliver Best-in-Class Service
Care deeply execute with precision and get it right the first time.
Drive NPS and CSAT through first-contact accuracy and quality.
2. Create Raving Fans
Deliver memorable human experiences that build trust and loyalty.
Increase repeat customers and long-term relationships.
3. Champion Our Customers
Proactively identify and eliminate friction across the customer journey.
Remove pain points before they impact customers.
Key Responsibilities
Team Leadership & Coaching
- Lead coach and support a team of Customer Service Representatives (phone email chat)
- Set clear expectations around quality responsiveness and ownership
- Conduct regular 1:1s performance feedback and coaching sessions
- Help onboard and ramp new team members effectively
Service Quality & Execution
- Ensure issues are handled accurately and resolved right the first time
- Monitor tickets chats and calls for quality and consistency
- Reduce rework escalations and repeat customer contacts
- Champion empathy clarity and professionalism in all customer interactions
Process Improvement & Visibility
- Identify pain points in customer workflows and drive improvements
- Improve cycle times queue management and SLA visibility
- Partner with leadership to implement QA processes dashboards and tooling
- Provide actionable feedback to Operations Sales and IT based on customer insights
Customer Advocacy
- Serve as a strong internal voice of the customer
- Escalate trends and root causesnot just individual issues
- Help create memorable customer moments that drive loyalty and repeat business
What Were Looking For
- Avid golfer with a strong understanding of golf culture products and customer expectations
- 2 years of customer service leadership or supervisory experience
- Proven ability to coach develop and hold teams accountable
- Strong ownership mindset with attention to detail and follow-through
- Excellent written and verbal communication skills
- Ability to balance day-to-day execution with continuous improvement
- Comfortable leading in a fast-paced high-volume environment
- Work out of our Lafayette location on premise
Preferred
- Experience supporting eCommerce or custom-product customers
- Familiarity with CRM/ticketing systems and QA processes
- Data-driven mindset with interest in CSAT NPS first-contact resolution and cycle time
- Experience partnering closely with Sales and Operations teams
Why
- Growing company with real opportunity to make an impact
- Leadership team that values ownership accountability and continuous improvement
- Collaborative culture where customer support is a strategic advantagenot a cost center
- Competitive pay benefits and long-term growth potential
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
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