Customer Care Supervisor

Farmgirl Flowers • Gig Harbor, WA

2d • $30 - $30 • Onsite

About The Position

At Farmgirl Flowers, customer experience is at the center of everything we do. When someone reaches out to us, it usually means something didn’t go as planned — and how we respond in that moment matters. This is a hands-on leadership role for someone who genuinely enjoys working with people and takes pride in taking care of customers in a thoughtful, human way. You’ll support a small, close-knit Customer Care team, spending time in the queue while also stepping out to handle escalations, answer questions, and help keep things running smoothly throughout the day. You’ll play a key role in setting the tone for how we show up — both for our customers and for each other. Because we’re a small team, this role requires a high level of ownership. There isn’t a lot of hierarchy or hand-holding — you need to be comfortable working independently, making good decisions in real time, and stepping in wherever needed. Professionalism & Discernment (This matters a lot) This role comes with real responsibility — both in how we care for our customers and how we support our team. We’re looking for someone who brings professional maturity, strong judgment, and emotional intelligence. Someone who knows how to communicate clearly and kindly, how to de-escalate rather than inflame, and how to make thoughtful decisions without needing constant direction. You’ll often be stepping into situations that are unclear, imperfect, or time-sensitive. The right person knows how to stay calm, grounded, and solutions-oriented — while still holding a high bar for quality and accountability. Just as importantly, this role requires discernment: knowing when to step in, when to coach, when to escalate, and when to simply listen.

Requirements

• 3+ years of customer service experience, with some leadership or senior-level responsibility
• Comfortable working independently and autonomously — able to make decisions without constant input
• A calm, steady presence, especially under pressure
• Strong written and verbal communication skills
• Genuine enjoyment of working with people and helping solve problems
• Reliable, accountable, and consistent in how you show up
• Able to lead by example and earn trust with a small team
• Detail-oriented but practical — able to make good decisions quickly
• Comfortable in a fast-paced, high-volume environment
• Experience with customer service platforms (Zendesk, Gorgias, etc.) preferred

Responsibilities

• Support the day-to-day flow of the Customer Care team, helping ensure timely, thoughtful responses to customers
• Handle escalated or sensitive customer situations with care, ownership, and sound judgment
• Act as a steady, reliable presence for the team — especially during busy or high-pressure moments
• Lead by example in how you communicate, problem-solve, and show up day-to-day
• Provide real-time guidance, coaching, and support to team members
• Help maintain quality and response standards, especially during peak periods
• Partner with the Customer Service Manager to identify trends, flag issues, and improve processes
• Jump in wherever needed — from working the queue to troubleshooting issues or filling gaps

Benefits

• Employees (and their families) are eligible for medical, dental, and vision insurance.
• Basic life insurance and accidental death and dismemberment coverage are also available for employees.
• Employees can enroll in our Flexible Spending Accounts program and the company’s 401(k) plan, which includes a company match.
• Fringe benefits are available for this role.
• Lastly, this role is subject to our paid time off/sick policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees