{"schemaVersion":"jobsearcher.job.v1","id":"d25cf7b659ae7b7ff85cfa1d","url":"https://jobsearcher.com/jobs/d25cf7b659ae7b7ff85cfa1d","canonicalUrl":"https://jobsearcher.com/jobs/d25cf7b659ae7b7ff85cfa1d","title":"Customer Care Supervisor","description":"Position Summary\nThe 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 improve customer experience and business outcomes. This is a hands‑on leadership role in which the supervisor balances team leadership responsibilities with direct operational contributions aligned to business needs.\n\nWhat Success Looks Like\n\nEstablish a consistent coaching cadence with all direct reports.\n\nDemonstrate measurable improvement in team productivity, quality, or customer retention metrics.\n\nReduce escalations through proactive issue identification and coaching.\n\nBuild strong cross‑functional partnerships that improve customer issue resolution.\n\nDemonstrate accountability, urgency and leadership presence within the operation.\n\nKey Responsibilities\nTeam Leadership\n\nSupervise, mentor, and develop a team of 8–15 Customer Care employees.\n\nDeliver regular coaching, conduct performance reviews, and support individual development plans.\n\nAssign and adjust workload based on call or case volume, staffing levels, and shifting business priorities.\n\nServe as the first point of escalation for customer and employee issues, ensuring fast and effective resolution.\n\nPerformance & Quality\n\nDrive a culture of quality and accountability through audit reviews, coaching, SLA adherence, documentation accuracy, and consistent execution of standard operating procedures.\n\nDrive consistent achievement of productivity, quality, customer satisfaction, and retention goals through proactive performance management and coaching.\n\nEnsure customer interactions consistently meet quality, responsiveness, and professionalism standards.\n\nInterpret performance reports to identify trends, coach to gaps, and recognize top performers.\n\nCustomer Experience\n\nOwn NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed.\n\nEffectively develop and use available reporting resources such as PowerBI and Salesforce to identify performance trends and develop coaching tactics to drive improvement in performance and reduce cancellations.\n\nOperational Excellence\n\nManage daily administrative functions including scheduling, attendance tracking, and case queue oversight.\n\nEnsure team compliance with company policies, procedures, and applicable regulations.\n\nCoach and develop employees to meet and exceed KPIs and goals for the business.\n\nSupport customer retention by coaching employees about opportunities to save customers and de‑escalation techniques.\n\nPartner cross‑functionally to expand and resolve systemic customer service challenges.\n\nContinuous Improvement\n\nSupport initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency.\n\nContribute to the development and refinement of SOPs, call scripts, and training materials.\n\nRequirements\nExperience\n\n3+ years of experience in a customer service leadership role, ideally within a contact center or subscription‑based account management function.\n\nDemonstrated track record of coaching teams to hit KPI targets.\n\nExperience writing and delivering performance feedback and conducting formal performance conversations.\n\nExposure to workforce management concepts including scheduling, occupancy, and volume forecasting.\n\nExperience leveraging CRM platforms, reporting tools, and contact center technologies to drive operational performance.\n\nLeadership Competencies\n\nHighly accountable, customer‑focused leader who thrives in fast‑paced environments and demonstrates ownership, adaptability, urgency, and a servant‑leadership mindset.\n\nDevelops high‑performing teams through consistent coaching, transparent accountability, and data‑driven decision making.\n\nLeads with professionalism, empathy, operational discipline, and a strong focus on customer experience and retention outcomes.\n\nStrong problem‑solving and conflict resolution skills with the ability to remain composed and make sound decisions under pressure.\n\nEffective communicator with strong verbal, written, and one‑on‑one coaching capabilities.\n\nAble to interpret performance dashboards, quality metrics, and reporting insights to drive continuous improvement and operational performance.\n\nHighly organized and detail‑oriented with the ability to manage multiple priorities and follow through with accountability.\n\nExperience with or willingness to adopt quality monitoring tools, customer satisfaction frameworks, and continuous improvement practices.\n\nPreferred\n\nFrontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs).\n\nFamiliarity with NPS methodology and customer retention practices.\n\nWhat We Offer\n\nMedical, Dental, Vision which start day one.\n\n401(k) match of 50% up to 6%.\n\nLife insurance.\n\nDisability.\n\nUnlimited Paid Time Away.\n\nParental leave.\n\nAdditional voluntary benefits.\n\nCareer progression opportunities.\n\nCoaching and professional development.\n\n$57,143 - $57,143 a year\n\nQuench 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.\n\nApplicants\n\nBeware of fake job offers falsely claiming affiliation with our company.\n\nWe never request banking details or other personally identifiable information during interviews.\n\nOur recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.\n\nOfficial emails are from our domain. Our approved emails will come from @quenchwater.com or @culliganquench.com.\n\nEqual Opportunity Employer\n\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.\n\n#J-18808-Ljbffr","company":"Medium","rawCompany":"medium","city":"Grapevine","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-06-30T03:27:12.661Z","occupations":[{"code":"39-1022.00","title":"First-Line Supervisors of Personal Service Workers","slug":"first-line-supervisors-of-personal-service-workers"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"},{"code":"41-1011.00","title":"First-Line Supervisors of Retail Sales Workers","slug":"first-line-supervisors-of-retail-sales-workers"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"561421","title":"Telephone Answering Services","slug":"telephone-answering-services"},{"code":"492110","title":"Couriers and Express Delivery Services","slug":"couriers-and-express-delivery-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Care Supervisor","description":"Position Summary\nThe 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 improve customer experience and business outcomes. This is a hands‑on leadership role in which the supervisor balances team leadership responsibilities with direct operational contributions aligned to business needs.\n\nWhat Success Looks Like\n\nEstablish a consistent coaching cadence with all direct reports.\n\nDemonstrate measurable improvement in team productivity, quality, or customer retention metrics.\n\nReduce escalations through proactive issue identification and coaching.\n\nBuild strong cross‑functional partnerships that improve customer issue resolution.\n\nDemonstrate accountability, urgency and leadership presence within the operation.\n\nKey Responsibilities\nTeam Leadership\n\nSupervise, mentor, and develop a team of 8–15 Customer Care employees.\n\nDeliver regular coaching, conduct performance reviews, and support individual development plans.\n\nAssign and adjust workload based on call or case volume, staffing levels, and shifting business priorities.\n\nServe as the first point of escalation for customer and employee issues, ensuring fast and effective resolution.\n\nPerformance & Quality\n\nDrive a culture of quality and accountability through audit reviews, coaching, SLA adherence, documentation accuracy, and consistent execution of standard operating procedures.\n\nDrive consistent achievement of productivity, quality, customer satisfaction, and retention goals through proactive performance management and coaching.\n\nEnsure customer interactions consistently meet quality, responsiveness, and professionalism standards.\n\nInterpret performance reports to identify trends, coach to gaps, and recognize top performers.\n\nCustomer Experience\n\nOwn NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed.\n\nEffectively develop and use available reporting resources such as PowerBI and Salesforce to identify performance trends and develop coaching tactics to drive improvement in performance and reduce cancellations.\n\nOperational Excellence\n\nManage daily administrative functions including scheduling, attendance tracking, and case queue oversight.\n\nEnsure team compliance with company policies, procedures, and applicable regulations.\n\nCoach and develop employees to meet and exceed KPIs and goals for the business.\n\nSupport customer retention by coaching employees about opportunities to save customers and de‑escalation techniques.\n\nPartner cross‑functionally to expand and resolve systemic customer service challenges.\n\nContinuous Improvement\n\nSupport initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency.\n\nContribute to the development and refinement of SOPs, call scripts, and training materials.\n\nRequirements\nExperience\n\n3+ years of experience in a customer service leadership role, ideally within a contact center or subscription‑based account management function.\n\nDemonstrated track record of coaching teams to hit KPI targets.\n\nExperience writing and delivering performance feedback and conducting formal performance conversations.\n\nExposure to workforce management concepts including scheduling, occupancy, and volume forecasting.\n\nExperience leveraging CRM platforms, reporting tools, and contact center technologies to drive operational performance.\n\nLeadership Competencies\n\nHighly accountable, customer‑focused leader who thrives in fast‑paced environments and demonstrates ownership, adaptability, urgency, and a servant‑leadership mindset.\n\nDevelops high‑performing teams through consistent coaching, transparent accountability, and data‑driven decision making.\n\nLeads with professionalism, empathy, operational discipline, and a strong focus on customer experience and retention outcomes.\n\nStrong problem‑solving and conflict resolution skills with the ability to remain composed and make sound decisions under pressure.\n\nEffective communicator with strong verbal, written, and one‑on‑one coaching capabilities.\n\nAble to interpret performance dashboards, quality metrics, and reporting insights to drive continuous improvement and operational performance.\n\nHighly organized and detail‑oriented with the ability to manage multiple priorities and follow through with accountability.\n\nExperience with or willingness to adopt quality monitoring tools, customer satisfaction frameworks, and continuous improvement practices.\n\nPreferred\n\nFrontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs).\n\nFamiliarity with NPS methodology and customer retention practices.\n\nWhat We Offer\n\nMedical, Dental, Vision which start day one.\n\n401(k) match of 50% up to 6%.\n\nLife insurance.\n\nDisability.\n\nUnlimited Paid Time Away.\n\nParental leave.\n\nAdditional voluntary benefits.\n\nCareer progression opportunities.\n\nCoaching and professional development.\n\n$57,143 - $57,143 a year\n\nQuench 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.\n\nApplicants\n\nBeware of fake job offers falsely claiming affiliation with our company.\n\nWe never request banking details or other personally identifiable information during interviews.\n\nOur recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.\n\nOfficial emails are from our domain. Our approved emails will come from @quenchwater.com or @culliganquench.com.\n\nEqual Opportunity Employer\n\nThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.\n\n#J-18808-Ljbffr","datePosted":"2026-06-30T03:27:12.661Z","dateModified":"2026-06-30T03:27:12.661Z","hiringOrganization":{"@type":"Organization","name":"Medium","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Grapevine","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"d25cf7b659ae7b7ff85cfa1d"},"url":"https://jobsearcher.com/jobs/d25cf7b659ae7b7ff85cfa1d"}}