Customer Service Team Supervisor – Charlotte, NC

Schedule: Monday–Friday, 11:00 AM–8:00 PM (Onsite)
Compensation: $75,000 base salary + bonus potential
Location: Charlotte, NC

A nationally recognized industry leader is seeking an experienced Customer Service Team Supervisor to lead and develop a high-performing team in a fast-paced, customer-focused environment. This opportunity is ideal for a proven people leader who excels at coaching, motivating teams, driving performance, and creating a culture centered around exceptional customer experiences.

Key Responsibilities

• Lead, coach, and develop a team of approximately 10–15 customer service representatives.
• Monitor team performance and drive continuous improvement through established KPIs and service metrics.
• Provide day-to-day leadership, problem resolution, and escalation support.
• Manage scheduling, attendance, productivity, and workforce utilization.
• Identify training opportunities and ensure adherence to company policies and procedures.
• Analyze team performance data and provide reporting and recommendations to leadership.
• Partner with management to improve processes, increase efficiency, and enhance the customer experience.
• Support complex customer issues and provide second-level resolution when needed.
• Foster a positive, results-oriented culture focused on accountability, teamwork, and continuous improvement.

Qualifications

• Previous experience leading and developing teams in customer service, operations, inside sales, retail, hospitality, banking, logistics, or similar environments.
• Demonstrated success managing hourly employees and improving team performance metrics.
• Proven career progression and stability with no pattern of frequent job changes.
• Strong leadership, coaching, communication, and problem-solving skills.
• Ability to motivate others and create a highly engaged team culture.
• Experience with KPI management, workforce planning, and performance management.
• Proficiency with Microsoft Office, particularly Excel.
• Bachelor's degree preferred, though equivalent leadership experience will be considered.

Ideal Background

This role does not require call center or sales management experience. We are seeking a hands-on leader with a strong customer service mindset and a track record of developing teams, improving results, and taking ownership. Individuals who have advanced within organizations and demonstrated initiative and leadership will thrive in this opportunity.

This is an excellent opportunity to join a growing organization that promotes from within and values leaders who are driven, accountable, and passionate about delivering exceptional service.

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