Customer Solutions Supervisor

Overview NuCO2 • Stuart, FL

4d • Onsite

About The Position

NuCO2 is the leading national provider of beverage-grade carbon dioxide, draught beer-grade nitrogen, and beverage-gas safety solutions. The Customer Solutions Supervisor (CSS) leads a team of Specialists responsible for delivering exceptional customer support, resolving complex issues, and maintaining high service standards. This role drives operational execution and productivity of their assigned team by ensuring quality standards, process compliance, schedule adherence, and accountability to measurable objectives are consistently administered. The CSS provides daily coaching, real-time support, and operational oversight to ensure team members feel supported and engaged. The CSS partners closely with their peers to ensure departmental service levels are achieved. The Supervisor manages high-visibility escalations, partners cross-functionally to resolve customer concerns, and drives continuous improvement across the team. Successful candidates are strong communicators, confident decision makers, and skilled problem solvers who thrive in a fast-paced, customer-focused environment. This role is based in our 24/7 Customer Support Center; evening and weekend availability is required.

Requirements

• High School Diploma or GED required
• 5+ years total relevant experience, including: 3+ years in customer service (contact center preferred)
• 2+ years in a supervisor or manager role leading teams of 10+
• Proficient in Windows-based systems
• Familiar with Microsoft Outlook and Teams
• Able to type 35+ WPM
• Able to read and comprehend written correspondence, process documents, training materials, and job aids

Nice To Haves

• Bilingual in conversational Spanish

Responsibilities

• Monitor queue activity, workload distribution, and team productivity to ensure service levels are consistently achieved and to prevent aging cases
• Provide real-time support to Specialists at their desks, via MS Teams, or by accepting escalation calls
• Serve as a subject matter expert for complex cases, troubleshooting, customer negotiations, and de-escalation tactics
• Act as the primary escalation point for issues beyond the scope of Specialists
• Authorize and process credits or adjustments within established authority limits
• Process payments and remove AR holds once issues are resolved
• Observe associate interactions to identify and address coaching opportunities
• Audit case notes and call recordings to ensure quality and process adherence
• Assist with inbound queue coverage during peak periods
• Generate or approve delivery and service escalations
• Partner cross-functionally to expedite urgent resolutions
• Ensure team members stay organized while navigating multiple platforms and documenting case details
• Deliver coaching, feedback, and support to drive individual and team improvement
• Identify process gaps or recurring issues and collaborate cross-functionally to implement solutions
• Manage associate timecards and time-off requests
• Report weekly, monthly, and quarterly on team performance
• Maintain adherence to all policies, procedures, and compliance requirements
• Foster a positive, collaborative team environment that promotes accountability, engagement, and continuous learning

Benefits

• medical
• dental
• vision
• prescription
• matching 401K savings
• paid time off
• tuition reimbursement
• health insurance
• disability insurance
• life insurance
• paid holidays
• vacation
• 401(k)-retirement plan
• employee discounts
• opportunities for educational and professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED