Customer Care Supervisor
Job Location:
Grapevine, TX - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Position Summary
The hybrid Customer Care Supervisor leads a team responsible for delivering exceptional customer experiences through proactive account management issue resolution retention support and operational excellence. This role drives team performance through coaching accountability quality management and KPI ownership while partnering cross-functionally to improvecustomerexperience and business outcomes.This is a hands-on leadership role in which Supervisors balance team leadership responsibilities with direct operational contributions aligned to business needs.
What Success Looks Like
Within the first90 days a successful Supervisor will:
Establish a consistent coaching cadence with all direct reports
Demonstratemeasurableimprovement in teamproductivityqualityor customer retention metrics
Reduce escalations through proactive issue identification and coaching
Build strong cross-functional partnershipsthat improve customer issue resolution
Demonstrate accountabilityurgencyand leadership presence within the operation
KeyResponsibilities
Team Leadership
Supervise mentor and develop a team of815Customer Careemployees
Deliver regular coaching conduct performance reviews and support individual development plans
Assign and adjust workload based oncall or casevolume staffing levels and shifting business priorities
Serve as the first point of escalation for customer and employee issues ensuring fast and effective resolution
Performance & Quality
Drive a culture of quality and accountability through audit reviews coaching SLA adherence documentation accuracy and consistent execution of standard operating procedures.
Drive consistent achievement of productivity quality customer satisfaction and retention goals through proactive performance management and coaching.
Ensure customer interactions consistently meet quality responsiveness and professionalism standards.
Interpret performance reports toidentifytrends coach to gaps and recognize top performers
Customer Experience
Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed
Effectively develop and use available reporting resources such as PowerBI Salesforce to identify performance trends and develop coaching tactics to help drive improvement in performance and reduce cancellations
OperationalExcellence
Manage daily administrative functions including scheduling attendance tracking and case queue oversight
Ensure team compliance with company policies procedures and applicable regulations
Coach and develop employees to meet and exceed KPIs/Goals for the business
Support customer retentionby coaching employees about opportunities to save customers along with de-escalations techniques
Partner cross-functionally to escalate and resolve systemic customer service challenges
Continuous Improvement
Support initiatives that enhance customer experience drive call/contact deflection and improve operational efficiency
Contribute to the development and refinement of SOPs call scripts and training materials
Requirements
Experience
3 years of experience in a customer service leadership role ideally within a contact center orsubscription based account managementfunction.
Demonstratedtrack recordof coaching teams to hit KPI targets
Experience writing and delivering performance feedback and conducting formal performance conversations
Exposure to workforce management concepts including scheduling occupancy and volume forecasting
ExperienceleveragingCRM platforms reporting tools and contact center technologies to drive operational performance.
LeadershipCompetencies
Highly accountable customer-focused leader who thrives in fast-paced environments anddemonstratesownership adaptability urgency and a servant leadership mindset
Develops high-performing teams through consistent coaching transparent accountability and data-driven decision making
Leads with professionalism empathy operational discipline and a strong focus on customer experience and retention outcomes
Strong problem-solving and conflict resolution skills with the ability to remain composed and make sound decisions under pressure
Effective communicator with strong verbal written and one-on-one coaching capabilities
Able to interpret performance dashboards quality metrics and reporting insights to drive continuous improvement and operational performance
Highly organized and detail-oriented with the ability to manage multiple priorities and follow through with accountability
Experience with or willingness to adopt quality monitoring tools customer satisfaction frameworks and continuous improvement practices
Preferred
Frontline leadership training or certification (e.g. Ken Blanchard Franklin Covey or internal leadership development programs)
Familiarity with NPSmethodologyand customer retention practices
What We Offer
- Medical Dental Vision which start day one
- 401(k) match of 50% up to 6%
- Life insurance
- Disability
- Unlimited Paid Time Away
- Parental leave
- Additional voluntary benefits
- Career progression opportunities
- Coaching and professional development
Quench offers salary commission benefits and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex sexual orientation race color religion gender national origin ethnicity age disability marital or family status pregnancy military status veteran status genetic information or any other category protected by federal state and local laws. This policy applies to all aspects of the employment relationship including recruitment hiring compensation promotion transfer disciplinary action layoff return from layoff benefits training social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
Applicants
Beware of fake job offers falsely claiming affiliation with our company.
We never request banking details or other personally identifiable information during interviews.
Our recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.
Official emails are from our domain. Our approved emails will come from @ or @.
Required Experience:
Manager
About Company
Quench provides office water solutions with efficient bottleless water coolers. Learn about our cost-effective, eco-friendly water coolers.
