Customer Sales Support Supervisor

Serenity Mental Health Centers • Fort Worth, TX

2d • Onsite

About The Position

Serenity is scaling its member support operation and we're looking for a Call Center Supervisor who knows how to run a high-performing team. This isn't a hands-off role — you'll be close to the work, close to your team, and close to the numbers every single day. If you've built your career supervising in call center or sales environments, you'll be comfortable here from day one. No industry-specific background required — we bring you fully up to speed.

Serenity is a technology-driven company operating across 8 states, supporting a network of over 150 providers and the members they serve. Our call operations team is central to how members experience our company — and we take that seriously. We're looking for supervisors who take it seriously too. If you want to lead a high-performing team inside a company that's moving fast and investing in its people, this is the right seat.

Requirements

• At least 2 years of supervisory experience in a call center or sales environment
• Demonstrated ability to manage team KPIs and move numbers in the right direction
• Confident making real-time decisions when things get unpredictable on the floor
• Organized, consistent, and detail-oriented across every shift — not just when leadership is watching

Nice To Haves

• Background in hospitality leadership, high-volume retail management, or premium service operations is a strong differentiator — those environments build exactly the instincts this role requires
• Experience leading teams through rapid scaling or operational change
• Familiarity with scheduling-driven or appointment-based call environments
• A track record of promoting from within your own teams

Responsibilities

• Run daily call floor operations with a sharp eye on quality, efficiency, and team output
• Build and execute individual development plans for each team member, consistently
• Use call monitoring and performance dashboards to diagnose issues and act on them fast
• Handle escalated situations before they become problems — calm, direct, and resolution-focused
• Own compliance with operational standards and internal workflow requirements
• Keep the floor running at a productive pace that doesn't burn people out
• Build a culture where accountability is the norm and improvement is always the goal

Benefits

• Competitive pay
• 90% employer-paid medical, dental, and vision coverage
• 401(k) retirement plan
• 10 PTO days to start, increasing to 15 after year one, plus 10 paid holidays
• Referral bonuses when you help us find great people
• Genuine upward mobility inside an organization that is actively growing

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed