Customer Care Supervisor

Neumo Holdings LLC• TX, US, TX

About The Position

The Customer Care Supervisor owns shift execution, frontline coaching, and direct management of Customer Support Specialists, Support Engineers, and the Team Lead. The role ensures the team meets daily and weekly service goals while developing staff and maintaining work quality. The supervisor typically oversees a single team of individual contributors in one area of work, with limited budget or strategic responsibility. Complex issues are escalated to the Manager. The role works in an office setting with moderate noise, at an individual workstation using a telephone and computer.

Requirements

Bachelor’s degree or equivalent work experience.
At least 2 years of experience, including people management.
Background in customer support operations, ideally in SaaS or public-sector technology.
Coaching and performance feedback skills.
Queue, capacity, and schedule management skills.
Sound judgment on sensitive escalations.
Quality review and process discipline.
Strong written and verbal communication.
Ability to inspire initiative and professional excellence.

Responsibilities

Set daily coverage and queue priorities; assign work, manage schedules, and monitor attendance.
Ensure the team meets daily and weekly service-level and backlog goals.
Review cases and quality, and coach troubleshooting and customer communication.
Handle sensitive escalations and escalate complex issues to the Manager.
Provide coaching and basic performance feedback and develop staff.
Contribute to hiring decisions and provide input on the employee lifecycle, including onboarding, workforce planning, and performance.
Enforce policies, departmental procedures, and standards.
Act as a role model and mentor who builds collaboration, openness, and trust.
Actively monitor queues and act on warnings received for calls holding.
Ensure all team members are actively responding to cases and assist when there is a training opportunity.