Customer Service Supervisor (Remote)

Careerscape is recruiting on behalf of our client, a growing organization with a customer-first culture, for an entry-level Customer Service Supervisor to lead a fully remote support team. This is a great opportunity for a motivated customer service professional ready to step into their first leadership role, with real coaching, clear growth paths, and the chance to shape the customer experience.

The day-to-day blends hands-on support with people leadership: guiding agents through tough cases, reviewing performance metrics, and keeping the team engaged from a distance. You will thrive here if you are a clear communicator, stay calm under pressure, enjoy helping others grow, and are comfortable building team connection in a virtual environment.

Responsibilities

• Supervise a remote team of customer service representatives and guide their daily activities
• Monitor queue volume, response times, and service-level targets, adjusting coverage as needed
• Handle escalated customer inquiries and resolve complaints with empathy and professionalism
• Coach and mentor team members through regular one-on-ones and feedback sessions
• Review calls, chats, and emails for quality and deliver constructive feedback
• Track and report on key metrics such as CSAT, first contact resolution, and average handle time
• Create and manage team schedules, time-off requests, and break coverage
• Onboard and train new hires on systems, processes, and service standards
• Identify recurring customer issues and recommend process improvements
• Partner with other departments to resolve complex issues and share customer insights

Requirements

• High school diploma or equivalent required; associate or bachelor's degree preferred
• 1 or more years of customer service experience, ideally in a call center or support environment
• Prior experience as a team lead, trainer, or mentor is a plus
• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• Comfortable using CRM, ticketing, and chat support software
• Ability to work independently and stay organized in a remote setting
• Reliable high-speed internet and a quiet, dedicated home workspace
• Willingness to work a schedule that covers customer support hours

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and paid holidays
• 100% remote work with flexible home-office setup
• Home office equipment or technology stipend
• Leadership development and training programs
• Clear career advancement opportunities
• Paid parental leave
• Employee wellness and assistance programs