Customer Care Supervisor

Convera • Santa Ana, CA

7d • Hybrid

About The Position

We are seeking a dynamic, results‑driven Customer Care Supervisor to lead a high‑performing team focused on delivering exceptional customer experiences and operational excellence. This leader will play a critical role in strengthening service quality, improving performance outcomes, and driving continuous improvement across processes and workflows. This position requires someone with strong people‑leadership experience, a high sense of urgency, excellent judgment under pressure, and the ability to challenge the status quo to elevate team performance. The role will involve guiding the team through complex customer scenarios, risk‑related situations, and operational decision‑making; requiring a leader who is comfortable navigating sensitive or escalated matters with discretion and control.

Requirements

• Option A : University degree + 3+ years of experience leading teams
• Option B: No degree + 5+ years of experience leading teams
• Proven background in customer service, collections, operational environments, or functions involving complex customer scenarios and high‑stakes decision‑making
• Demonstrated experience improving KPIs, stabilizing performance, and driving team results
• Experience resolving escalations, navigating sensitive cases, or intervening in risk‑related customer situations
• Strong leadership presence with the ability to influence, coach, and elevate team capability
• High sense of urgency, ownership, and execution discipline
• Ability to anticipate issues, propose solutions, and challenge inefficient processes
• Excellent communication skills, written and verbal
• Strong problem‑solving ability paired with emotional intelligence and composure under pressure
• Proficiency in Microsoft Office (Excel, Word, PowerPoint)

Responsibilities

• Team Leadership & People Development Lead, coach, and motivate a high‑performing team while fostering accountability, professional growth, and a culture of continuous improvement
• Conduct proactive performance management through regular coaching sessions, 1:1s, and formal development plans
• Strengthen employee engagement through recognition, empowerment, and clear communication
• Ensure adherence to schedules, team discipline, and organizational practices.
• Operational Excellence & KPI Management Maintain daily oversight of KPIs to ensure service, quality, and productivity targets are consistently achieved or exceeded
• Quickly identify performance gaps, implement action plans, and drive corrective execution with urgency
• Ensure SLAs are met through strong monitoring of workloads, resource allocation, and operational processes
• Provide accurate reporting and insights into leadership, highlighting risks, opportunities, and trends
• Customer‑Focused Problem Solving Foster a team culture that prioritizes customer centricity and high‑quality service delivery
• Support the handling of complex or escalated cases involving disputes, service breakdowns, or sensitive account situations
• Ensure risks are properly managed and escalated where appropriate
• Continuous Improvement & Change Leadership Analyze processes to identify inefficiencies or opportunities for improvement, driving initiatives that enhance service and operational stability
• Maintain oversight of Standard Work procedures and ensure timely updates
• Lead the team through change with clarity, consistency, and strong communication
• Promote a “Right‑First‑Time” culture that strengthens accuracy and customer trust

Benefits

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• A flexible approach to work and a hybrid schedule with 2 days in office
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level