Customer Service Supervisor

EarthCam • Upper Saddle River, NJ

2d

About The Position

EarthCam is seeking a Customer Service Supervisor to lead a team of customer service representatives in a fast-paced call center environment. The role oversees daily call center activity, queue management, staffing coverage, representative coaching, and customer escalations. The supervisor is responsible for maintaining service quality, reinforcing accountability, and ensuring inquiries are handled efficiently from initial contact through resolution.

Requirements

• 5+ years of customer service experience.
• 3+ years of management experience supervising a customer service or call center team.
• Experience managing phone-based customer support in a high-volume environment.
• Experience monitoring call queues, staffing coverage, attendance, and schedule adherence.
• Demonstrated success coaching representatives and improving measurable team performance.
• Experience conducting call quality reviews and delivering constructive feedback.
• Strong understanding of call center metrics, including service levels, average handling time, abandonment rate, and first-call resolution.
• Experience handling escalated calls and resolving complex customer concerns.
• Proficiency with call center phone systems, CRM platforms, ticketing systems, and reporting tools.
• Strong communication, organizational, and problem-solving skills.
• Hands-on leadership approach, with clear expectations and consistent, fair accountability.
• Ability to remain calm and decisive during high call volumes and difficult customer interactions.
• Ability to balance efficient call handling with service quality and complete issue resolution.
• Ability to use data to identify problems, adjust priorities, and improve team results.
• Clear communication and a dependable, adaptable, positive approach to leadership.

Nice To Haves

• Experience supporting technology products or working in a B2B environment.

Responsibilities

• Supervise daily call center operations and provide real-time direction to customer service representatives.
• Monitor inbound call queues, wait times, abandoned calls, and open tickets to identify and address service delays.
• Coordinate schedules, breaks, and coverage to maintain appropriate staffing throughout the day.
• Monitor attendance, schedule adherence, and representative availability.
• Lead weekly team meetings and regular one-on-one meetings to communicate priorities and review performance.
• Monitor live and recorded calls, evaluate interactions, and provide actionable coaching.
• Reinforce call handling standards, professional phone etiquette, accurate documentation, and consistent follow-through.
• Serve as the escalation point for complex customer concerns and support calls during peak periods.
• Track first-call resolution, customer satisfaction, quality scores, call handling time, and ticket aging.
• Prepare performance reports, identify gaps, and implement coaching or corrective action plans.
• Support onboarding and ongoing training on products, systems, call handling, and escalation procedures.
• Coordinate with internal departments to resolve customer issues and ensure clear ownership through resolution.
• Identify recurring call drivers and recommend improvements to workflows, training, and self-service resources.
• Coach representatives to recognize relevant upsell opportunities and coordinate with Sales when appropriate.

Benefits

• Competitive salaries and performance-based bonuses.
• 100% company-paid health insurance for single coverage.
• Dental and vision insurance.
• 401(k) plan with generous company matching.
• Paid time off and paid holidays.
• Complimentary breakfasts, lunches, and snacks.
• Team events, BBQs, and an annual company Olympics.
• People-first workplace emphasizing innovation, growth, and collaboration.

What This Job Offers

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