Supervisor, Customer Care (Hybrid)

In this role, you’ll oversee a Customer Care team responsible for order management, customer quotes, service issue resolution, and operational support. You'll combine people leadership, operational oversight, and process improvement to help deliver exceptional customer outcomes while partnering across the business to drive continuous improvement.

What You Will Do

• Lead the daily operations of a Customer Care team supporting customer quotes, order management, returns, and service-related transactions.
• Monitor customer service, operational, and productivity metrics to identify trends, address risks, and drive performance improvements.
• Manage customer and system-related escalations, ensuring timely resolution of order, billing, and service issues.
• Forecast staffing needs, align team schedules with business demand, and adjust workload distribution to maintain service levels.
• Coach and develop team members through onboarding, training, performance discussions, feedback, and career development planning.
• Partner with cross-functional teams including Sales, Finance, Operations, Service, Supply Chain, and Manufacturing to resolve customer-impacting issues and improve business processes.
• Drive continuous improvement initiatives that enhance efficiency, strengthen customer satisfaction, and improve the employee experience.
• Translate business changes, system updates, and process enhancements into actionable team procedures while identifying and escalating operational risks.

What You Will Need Required Qualifications

• Bachelor’s degree or 6 years of relevant experience in lieu of bachelor's degree.
• Minimum 4 years of customer service or related experience.
• Demonstrated ability to supervise, coach, engage and develop team members.

Preferred Qualifications

• Experience supervising, coaching, or developing employees in a customer-facing or operational environment.
• Experience with Salesforce. SAP, Genesys or similar.

United States of America Pay Ranges:

• USN: $77,700 - $129,500 USD Annual
• US5: $81,600 - $136,000 USD Annual
• US10: $85,500 - $142,500 USD Annual
• US15: $89,400 - $148,900 USD Annual
• US20: $93,200 - $155,400 USD Annual
• US30: $101,000 - $168,400 USD Annual

View the U.S. work location and transparency guide to find the pay range for your location.