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 improve customer experience 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 first 90 days, a successful Supervisor will:
Establish a consistent coaching cadence with all direct reports
Demonstrate measurable improvement in team productivity, quality or customer retention metrics
Reduce escalations through proactive issue identification and coaching
Build strong cross-functional partnerships that improve customer issue resolution
Demonstrate accountability, urgency and leadership presence within the operation
Key Responsibilities
Team Leadership
Supervise, mentor, and develop a team of 8–15 Customer Care employees
Deliver regular coaching, conduct performance reviews, and support individual development plans
Assign and adjust workload based on call or case volume, 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 to identify trends, 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
Operational Excellence
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 retention by 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 or subscription based, account management function.
Demonstrated track record of 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
Experience leveraging CRM platforms, reporting tools, and contact center technologies to drive operational performance.
Leadership Competencies
Highly accountable, customer-focused leader who thrives in fast-paced environments and demonstrates ownership, 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 NPS methodology and 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 @quenchwater.com or @culliganquench.com.