Customer Care Supervisor

Position Summary

The Customer Care Supervisor leads the day-to-day operations and performance of the assigned Customer Care team. This role is responsible for team leadership, employee development, customer issue resolution, service quality, workload coordination, performance reporting, and continuous improvement. The Supervisor serves as an escalation point for customer concerns and partners with the Sr. Manager of Customer Care and other internal teams to ensure consistent, professional, and timely customer support.

Key Responsibilities:

· Lead, coach, and support assigned Customer Care employees to achieve service, quality, productivity, and customer satisfaction goals.

· Coordinate daily workload, staffing coverage, schedules, and priorities to support timely responses and effective resolution of customer inquiries and issues.

· Support recruiting, interviewing, onboarding, and training of Customer Care employees in company policies, procedures, systems, products, and service expectations.

· Provide ongoing coaching and mentoring; set clear expectations and address performance concerns promptly and constructively.

· Conduct or contribute to performance reviews and document feedback in accordance with company practices; escalate formal disciplinary or termination matters to the appropriate leadership and Human Resources partners.

· Monitor and review customer calls, emails, tickets, and other correspondence to evaluate service quality, accuracy, professionalism, and adherence to established procedures.

· Serve as an escalation point for complex, sensitive, or unresolved customer concerns, coordinating with appropriate internal teams to drive clear communication and resolution.

· Ensure team members receive timely updates about changes to company products, services, policies, procedures, and support processes.

· Track and analyze customer inquiries, complaints, trends, service levels, and team performance; prepare regular reports and summaries for leadership.

· Maintain and improve knowledge-base content, frequently asked questions, standard responses, procedures, and other resources used by the team.

· Identify opportunities to improve customer experience, workflow efficiency, quality, and consistency; recommend and help implement process improvements in partnership with the Sr. Manager of Customer Care and other stakeholders.

· Promote accountability, collaboration, and a customer-focused culture while ensuring team practices align with company policies and quality standards.

· Perform other related duties as assigned.

· Invoice Review and Cost Control: Review invoices for accuracy, validate labor, parts, and other charges, investigate discrepancies, and support cost-control efforts.

· Technical Escalations: Serve as a technical escalation point for complex hardware, software, connectivity, and field-service issues, guiding troubleshooting and coordinating resources to resolve problems.

· Customer Escalations: Manage escalated customer concerns, coordinate follow-up across teams, and ensure timely communication and resolution.

· Project Deployment and Management: Assist with planning and managing customer deployments, including schedules, resources, milestones, risks, issue tracking, and stakeholder communication.

· Customer Onboarding: Coordinate onboarding activities, confirm customer requirements and contacts, establish support processes, and ensure documentation and information are ready for ongoing support.

Required Qualifications and Skills:

· 3+ years of customer care or customer service experience.

· 3 + years of experience in technical support, technical customer service, field service support, or a related technical troubleshooting environment.

· Previous supervisory or management experience.

· Strong knowledge of customer service principles, practices, and procedures.

· Demonstrated ability to coach, mentor, motivate, and hold team members accountable.

· Excellent verbal and written communication skills, including the ability to handle escalated customer concerns with professionalism and composure.

· Strong organizational skills, attention to detail, and ability to manage competing priorities.

· Ability to review service interactions, recognize trends, and use performance information to guide coaching and process improvements.

· Proficiency with Microsoft Office Suite and customer care or ticketing software.

Preferred Qualifications:

Bachelor’s degree from an accredited College/University

Compensation Range:

$65k-78k. Salary may vary depending on experience.

Benefits:

KIOSK values its employees by supporting them with a full benefits package including:

· Medical insurance (3 plans to choose from) *one plan 100% employer-paid

· Dental (Employer paid for EE only coverage)

· Vision (Employer paid for EE only coverage)

· Life insurance (2 x’s base salary Employer paid)

· Short- and long-term disability insurance (Employer paid)

· FSA, Dependent Care FSA, and Health Savings Account with company contributions

· 401(k) match with immediate vesting

· Employee Assistance Program

· Paid time off

· 10 paid holidays per calendar year

Employment Details:

· Job type: Full time, exempt status

· Schedule: 8-hour shift; expected 40 hours per week

· Work location: On-site in Thornton, Colorado (required)

· Travel: No travel anticipated

· Candidates must be able to pass a drug and background check if required and provide proof of eligibility to work in the United States. Applicants must be authorized to work for any employer in the United States; KIOSK is unable to sponsor or take over sponsorship of an employment visa at this time.

Physical Demands and Work Environment:

The physical demands described here are representative of those required to perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requirements may include sitting for extended periods (up to eight hours), sitting, walking, standing, bending at the neck or waist, twisting the neck or waist, repetitive hand use, simple and power grasping, fine manipulation, lifting up to 25 pounds, and working around equipment and machinery.

KIOSK Information Systems, Inc. is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based upon race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status, or other characteristics protected by law. Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of an employment visa currently.