Customer Support Supervisor – Musely | Remote (US)Musely is seeking a Customer Support Supervisor to lead and coach frontline support specialists, ensuring consistent, high-quality patient support experiences. This remote role offers $25–$30/hour and requires strong leadership, performance management, and operational coordination skills.The successful candidate will oversee agent development, scheduling, and quality assurance while contributing to broader operational initiatives that strengthen Musely's mission of delivering effective and affordable prescription skincare treatments.Job Title: Customer Support SupervisorEmployer: MuselyLocation: Remote (US-based)Pay: $25–$30/hourJob Type: Full-Time, ContractReports To: Customer Support ManagerAbout MuselyMusely is a pioneer in prescription skincare, enabling dermatologists and pharmacists to deliver highly effective treatments online. With its disruptive approach, Musely is reshaping the $100B US and $500B global skincare, HRT, and longevity industries by making science-backed treatments accessible and affordable.Key ResponsibilitiesPeople Leadership & Performance DevelopmentConduct regular 1:1 coaching sessions with agentsMonitor KPIs (AHT, FCR, CSAT) and coach accordinglyDevelop SMART goals with agents and hold them accountableProvide structured feedback on resolution quality and workflowsInspire and motivate team members while reinforcing accountabilityQuality Assurance & Customer ExperienceReview customer interactions across email, chat, and phoneEvaluate resolution accuracy, empathy, tone, and adherence to workflowsAddress unsatisfied CSAT feedback promptlyReinforce Musely's standards for resolution-first serviceTeam Operations & AdministrationManage agent schedules and coverage across support channelsCoordinate time-off requests and communicate payroll updates to HRMonitor attendance and operational readinessEnsure accurate tracking of team activityProcess Improvement & Operational FeedbackIdentify patterns in performance data and customer feedbackProvide insights to improve training, workflows, and support toolsParticipate in leadership discussions to address systemic issuesExecute projects and initiatives assigned by leadershipCommunicate progress, deliverables, and timelines clearlyDelegate responsibilities while maintaining accountabilitySupport rollout of new workflows and toolsCandidate Requirements2+ years in customer support or operations in a leadership rolePrevious supervisory or mentoring experienceExperience supporting customers across chat, email, or phone channelsStrong leadership, coaching, and communication skillsAbility to interpret performance data and drive improvementsStrong organizational and time management skillsPreferred:Familiarity with Zendesk or similar support platformsExperience managing schedules and operational workflowsCompetitive hourly pay ($25–$30/hour)Remote work flexibilityCareer growth opportunities in a fast-scaling companyApplication ProcessHow to Apply:Submit your CV via Musely's careers portal.Highlight your leadership, coaching, and customer support experience.Shortlisted candidates will be contacted for interview.#J-18808-Ljbffr