Customer Care Supervisor

Culligan Quench•Grapevine, TX

2d•Hybrid

About The Position

The hybrid Customer Care Supervisor leads a team responsible for delivering exceptional customer experiences through proactive account management, issue resolution, retention support, and operational excellence. This role drives team performance through coaching, accountability, quality management, and KPI ownership while partnering cross-functionally to improve customer experience and business outcomes. This is a hands-on leadership role in which Supervisors balance team leadership responsibilities with direct operational contributions aligned to business needs.

Requirements

3+ years of experience in a customer service leadership role, ideally within a contact center or subscription based, account management function.
Demonstrated track record of coaching teams to hit KPI targets
Experience writing and delivering performance feedback and conducting formal performance conversations
Exposure to workforce management concepts including scheduling, occupancy, and volume forecasting
Experience leveraging CRM platforms, reporting tools, and contact center technologies to drive operational performance.
Highly accountable, customer-focused leader who thrives in fast-paced environments and demonstrates ownership, adaptability, urgency, and a servant leadership mindset
Develops high-performing teams through consistent coaching, transparent accountability, and data-driven decision making
Leads with professionalism, empathy, operational discipline, and a strong focus on customer experience and retention outcomes
Strong problem-solving and conflict resolution skills with the ability to remain composed and make sound decisions under pressure
Effective communicator with strong verbal, written, and one-on-one coaching capabilities
Able to interpret performance dashboards, quality metrics, and reporting insights to drive continuous improvement and operational performance
Highly organized and detail-oriented with the ability to manage multiple priorities and follow through with accountability
Experience with or willingness to adopt quality monitoring tools, customer satisfaction frameworks, and continuous improvement practices

Nice To Haves

Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs)
Familiarity with NPS methodology and customer retention practices

Responsibilities

Supervise, mentor, and develop a team of 8–15 Customer Care employees
Deliver regular coaching, conduct performance reviews, and support individual development plans
Assign and adjust workload based on call or case volume, staffing levels, and shifting business priorities
Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution
Drive a culture of quality and accountability through audit reviews, coaching, SLA adherence, documentation accuracy, and consistent execution of standard operating procedures.
Drive consistent achievement of productivity, quality, customer satisfaction, and retention goals through proactive performance management and coaching.
Ensure customer interactions consistently meet quality, responsiveness, and professionalism standards.
Interpret performance reports to identify trends, coach to gaps, and recognize top performers
Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed
Effectively develop and use available reporting resources such as PowerBI, Salesforce to identify performance trends and develop coaching tactics to help drive improvement in performance and reduce cancellations
Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight
Ensure team compliance with company policies, procedures, and applicable regulations
Coach and develop employees to meet and exceed KPIs/Goals for the business
Support customer retention by coaching employees about opportunities to save customers along with de-escalations techniques
Partner cross-functionally to escalate and resolve systemic customer service challenges
Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency
Contribute to the development and refinement of SOPs, call scripts, and training materials