GCS Executive Customer Care Supervisor
About The Position
The Executive Customer Care Supervisor plays a pivotal leadership role in guiding and empowering our global customer care team. This position is responsible for delivering operational excellence, elevating the customer experience, and driving team performance across multiple markets. The ideal candidate brings a strong track record in supervisory leadership, performance management, and process optimization, combined with a passion for delivering exceptional service. This Full-Time position will require weekend, holiday, daytime, and/or evening hours. The hours for this role will be Friday - Tuesday, 9:30am - 6pm. This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.
Requirements
- 3+ years of experience in customer service or a related field.
- 1+ years of supervisory or leadership experience in customer service.
- Strong verbal and written communication skills.
- Proficiency in Microsoft Office and CRM systems.
- Ability to multitask, prioritize, and perform in a performance-driven culture.
Nice To Haves
- Certifications or formal training in customer service or leadership development are a plus.
Responsibilities
- Lead, mentor, and coach a high-performing team of customer care representatives to consistently exceed service and performance targets.
- Monitor and analyze team metrics, including customer satisfaction (CSAT), service-level agreements (SLAs), and contact quality, implementing improvement initiatives as needed.
- Resolve escalated customer issues (executive level) with a focus on timely resolution and customer satisfaction.
- Partner with cross-functional teams to optimize processes, drive operational efficiency, and enhance the overall customer journey.
- Maintain accurate and up-to-date records of customer interactions, feedback, and resolutions in the company CRM system.
- Conduct regular team meetings to communicate objectives, share insights, and reinforce performance expectations.
- Foster a culture of accountability, collaboration, and continuous development within the customer care organization.
- Support agent growth through structured coaching, personalized feedback, goal setting, and professional development planning.
- Additional duties as assigned.
Benefits
- 401k
- Health Insurance
- Vision Insurance
- Dental Insurance
- Paid Time Off
- Paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
