The Role
The Customer Support Supervisor is a frontline leadership role responsible for developing, coaching, and supporting Customer Support Specialists while ensuring consistent, high-quality support experiences for Musely patients. Supervisors partner closely with Customer Support Managers to translate team strategy into day-to-day execution, providing agents with clear expectations, structured feedback, and the support needed to succeed. This role reports to a Customer Support Manager and works closely with other Supervisors, Leads, and support leadership to maintain strong operational alignment across the team.
Supervisors are responsible for the ongoing performance management and development of their assigned agents. This includes coaching, quality review, SMART goal development, and maintaining strong team accountability. Supervisors also oversee agent scheduling, ensure appropriate coverage across support channels, and coordinate payroll or scheduling updates with HR as needed.
In addition to their people leadership responsibilities, Supervisors are expected to manage agent-level administrative responsibilities and contribute to broader operational initiatives. This includes executing projects or initiatives assigned by leadership, clearly communicating deliverables and timelines, ensuring work is completed in a professional and timely manner, and delegating responsibilities to team members when appropriate to support Musely's mission and the overall success of the support organization.
Responsibilities
People Leadership & Performance Development
- Conduct regular 1:1 coaching sessions with assigned agents to support growth, accountability, and engagement ensuring department performance targets and KPIs are met
- Follow Musely's established Performance Management Process (PMP) to guide consistent coaching and development
- Use performance data and metrics to lead weekly coaching discussions, comparing agent performance against defined goals and expectations
- Monitor key support metrics such as Average Handle Time (AHT) (average time spent resolving an interaction), First Contact Resolution (FCR) (issues solved in a single interaction), and Customer Satisfaction (CSAT) (customer feedback ratings) to guide coaching priorities
- Guide agents in developing and achieving SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) based on performance trends and development opportunities
- Hold team members accountable to performance expectations while supporting development through coaching and clear feedback
- Provide structured feedback on resolution quality, workflow adherence, communication, and customer experience
- Inspire and motivate team members while reinforcing a culture of ownership, accountability, and continuous improvement
- Build team alignment and buy-in during operational changes, new initiatives, or evolving workflows
Quality Assurance & Customer Experience
- Review customer interactions across support channels including Email, Live Chat, and Phone/Callbacks
- Evaluate interactions for resolution accuracy, empathy, tone, personalization, and adherence to workflows
- Identify patterns in quality trends and translate findings into targeted coaching and development plans
- Ensure unsatisfied customer feedback (CSAT) is reviewed and addressed promptly and appropriately
- Reinforce Musely's standards for high-quality patient support and resolution-first service
Team Operations & Administration
- Manage agent schedules to ensure consistent coverage across support channels
- Coordinate schedule adjustments for call-outs, time-off requests, and operational needs
- Communicate payroll-related updates or time adjustments to HR when necessary
- Ensure team calendars, support participation expectations, and availability are maintained
- Monitor team attendance, participation in required meetings, and adherence to scheduling expectations
- Support accurate tracking of team activity, participation, and operational readiness
Process Improvement & Operational Feedback
- Monitor team performance data, workflow friction points, and recurring customer issues
- Identify patterns in agent performance, customer feedback, and operational challenges
- Maintain an ongoing feedback loop with leadership to improve coaching approaches, documentation, and operational processes
- Contribute insights that support improvements in training resources, workflows, and support tooling
- Participate in leadership discussions and workshops to address systemic issues and strengthen team performance
Project Execution & Leadership Support
- Execute projects, initiatives, or operational improvements assigned by leadership
- Clearly communicate progress, deliverables, and timelines for assigned work
- Delegate responsibilities to team members when appropriate while maintaining accountability for outcomes
- Support successful rollout and adoption of new workflows, tools, or operational initiatives
What Success Looks Like
- Agents consistently improve through coaching and structured development
- Customer interactions reflect high standards for empathy, accuracy, and resolution
- Team schedules and operational responsibilities run smoothly with strong accountability
- Performance trends are proactively identified and addressed through coaching and process improvement
- Supervisors contribute meaningful insights that strengthen support operations and the customer experience
Skills
- Strong leadership and people development skills
- Ability to coach and inspire team members while maintaining accountability
- Excellent written and verbal communication
- Strong ability to interpret data to make informed, performance-driven decisions
- Ability to identify patterns in performance data and translate them into coaching opportunities
- Strong change management skills with the ability to build team buy-in
- High attention to detail and operational discipline
- Strong organizational and time management skills
- Ability to balance multiple priorities in a fast-paced environment
Qualifications
- 2+ years of experience in customer support or customer operations in a people leadership position
- Previous leadership, mentoring, or supervisory experience required
- Experience supporting customers across chat, email, or phone channels
- Familiarity with Zendesk or similar customer support platforms preferred
- Experience managing schedules, team coordination, or operational workflows preferred
- Strong problem-solving skills and sound professional judgment
Work Location
Remote
Salary
$25-$30 per hour
The Company
Musely has been the pioneer and disruptor for highly effective skincare medications for women (and some men) from age of 30 to 90. Musely enables the best dermatologists & pharmacists to deliver the most effective & affordable prescription skincare treatments through technology. With its revolutionary approach, Musely enables the science of youth quickly & affordably, online at the convenience of your home. Musely is disrupting $100B US and $500B global skincare, HRT and longevity industries.