Customer Service Supervisor (US, Remote)

Paleovalley

2d • $45,000 - $55,000 • Remote

About The Position

The Customer Service Supervisor exists to lead frontline performance with consistency, clarity, and care across the assigned support function, whether phone, email, live chat, or a blend of channels. This role is responsible for coaching people, maintaining service standards, strengthening onboarding and quality practices, and creating the operating rhythm that helps agents deliver a high-trust customer experience without pulling the supervisor into full-time frontline coverage. For this opening, the primary focus will be supporting the phone team, including real-time agent support, phone coverage oversight, call quality, escalation handling, coaching, and ensuring the team is staffed and prepared to deliver a consistent customer experience. While this role supports customer experience outcomes, the primary focus is leading, coaching, and developing the team responsible for delivering those experiences.

Requirements

• 2-3 years of customer service, contact center, or support operations experience, including at least 1 year in a people leadership, supervisor, or team management capacity.
• Experience coaching frontline employees on service quality, productivity, communication, and customer handling skills.
• Working knowledge of QA reviews, escalations, scheduling, attendance management, and performance documentation.
• Comfort using support and business tools such as Help Scout or similar ticketing systems, phone systems, Shopify, Google Workspace, and Slack.
• Ability to interpret performance data, spot trends, and translate observations into clear coaching or operational action.
• Strong written and verbal communication skills, sound judgment, and the ability to stay calm and organized in a fast-moving support environment.
• Ability to maintain a dedicated, distraction-free workspace and perform the essential duties of a fully remote leadership role.
• Experience supporting or leading phone-based customer service teams, including coaching live customer conversations, reviewing call quality, and helping agents navigate escalated or sensitive customer interactions.
• Comfort balancing people leadership with operational awareness, including staffing, coverage, volume trends, and real-time support needs.

Nice To Haves

• Experience supporting both phone and written support channels in an e-commerce environment (strongly preferred)
• Experience in CPG, natural foods, subscription, wellness, or mission-driven consumer brands.
• Familiarity with onboarding design, calibration practices, workforce planning, or continuous improvement work inside customer service.
• Experience supporting distributed or fully remote customer service teams.
• Personal alignment with real food, regenerative agriculture, or wellness-focused brands.
• Comfort working within evolving processes and helping shape operational improvements in a growing customer service organization.

Responsibilities

• Lead day-to-day people management for assigned agents and, where applicable, Customer Service Team Leads, including regular 1:1s, coaching, goal-setting, and follow-through.
• Set clear expectations around service quality, productivity, schedule adherence, and customer experience, and hold the team accountable through consistent communication and documentation.
• Own quality oversight for the assigned function by reviewing interactions, calibrating standards, delivering actionable feedback, and identifying patterns that require coaching or process changes.
• Support hiring and onboarding by partnering with the Director of Customer Service on screening, interview feedback, training readiness, and early ramp success for new hires.
• Monitor team performance against key service metrics and use available data to identify risks, performance gaps, workflow bottlenecks, and improvement opportunities.
• Approve timecards, paid time off, and scheduling requests in alignment with coverage needs and department guidelines.
• Serve as an escalation point for complex customer situations, policy interpretation questions, and agent support needs that require manager-level judgment.
• Partner with Team Leads and peers to maintain smooth daily operations, reinforce priorities, and ensure the queue stays healthy during volume swings or coverage gaps.
• Document performance themes, development needs, and operational observations clearly so the broader customer service leadership team has visibility into what is working and what needs attention.
• Help strengthen team engagement, accountability, and retention by creating a supportive environment with direct feedback, strong follow-through, and practical problem solving.
• Oversee day-to-day phone team operations, including monitoring call volume, coverage needs, agent availability, follow-up expectations, and customer experience trends.
• Partner with the Director of Customer Service to review staffing needs, volume patterns, schedule gaps, and phone team performance so the department can make proactive coverage decisions.
• Provide direct, supportive, and actionable coaching on phone handling, tone, de-escalation, policy explanation, documentation, and follow-up so agents are confident and consistent in live customer conversations.
• Maintain visibility into recurring customer concerns, call drivers, and operational issues surfaced through phone interactions, and communicate those trends clearly to leadership.

Benefits

• Medical, dental, and vision coverage with 100% employer-paid dental/vision and a small monthly medical premium for employees; dependents may be added at employee cost
• Generous Paid time off to support balance and rest
• Paid sick time for when you need it
• Six (6) paid holidays each year
• Paid parental leave for growing families
• 100% company-paid Short-Term Disability, Long-Term Disability, and Life Insurance
• 401(k) with up to a 4% company match after one year of service
• Monthly product stipend or access to perfectly imperfect damaged product so you can enjoy the nutrient-dense foods you help bring to others

What This Job Offers

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