Customer Service Supervisor

About the RoleThe Customer Service Supervisor leads and develops a team of Customer Service Representatives (CSRs) and collaborates with peer supervisors to drive a high-performing, customer-focused service environment. This role is responsible for the day-to-day management of team performance, employee development, and operational excellence, while partnering with the Customer Service Manager on staffing, training, scheduling, and recognition initiatives.ResponsibilitiesTeam Leadership & People ManagementDirectly manage a team of CSRs and collaborate with fellow supervisors to ensure consistent service standards across the departmentHire, onboard, coach, counsel, and develop team members to maximize performance and engagementConduct regular one-on-one meetings to review individual performance, address concerns, and set development goalsFoster a positive, motivating work environment that empowers team members to perform at their bestAddress employee relations issues, disciplinary matters, and performance improvement plans in accordance with company policyCustomer Service OperationsHandle escalated supervisor calls, ensuring timely and effective resolution for customersProvide clear daily direction to the team so that all customer interactions are handled promptly, efficiently, and knowledgeablyContinuously evaluate workflows and procedures, recommending improvements to enhance efficiency and the customer experienceReporting & SystemsGenerate and review weekly and monthly agent performance reports to identify trends and inform coaching prioritiesRun weekly reporting and monitor key operational metricsCreate and manage Jira tickets to track and resolve system issuesOversee resolution of TIN Check failures (W-9) and TIN Verify discrepancies, coordinating with relevant teams as neededCross-Functional SupportPartner with the Customer Service Manager on the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programsPerform additional responsibilities as assigned to support departmental and organizational goalsEducation/ExperienceHigh School diploma or GED2+ years of experience in a customer service supervisory or team lead roleDemonstrated ability to lead, motivate, and develop a team in a fast-paced environmentStrong communication, coaching, and conflict resolution skillsAbility to analyze performance data and translate insights into actionable improvementsPreferred: Proficiency with ticketing systems (e.g., Jira) and reporting tools; experience with TIN/W-9 verification processesPreferred: Experience with NICE inContact or other similar contact center programsPreferred: Bilingual, fluent in both English and SpanishBenefits PackageMedical, dental, and vision insuranceHSA, FSA, and DCFSALong- and short-term disability insuranceFree basic life insurancePaid time off policyPaid holidays: 7 per year + 1 floating holidayMaternity Leave401(k) with company matchEmployee Assistance Program