Supervisor, Shelter Services

Tree House Humane Society•Chicago, IL

just now•$22 - $24•Onsite

About The Position

The Shelter Services Supervisor oversees daily shelter services operations and directly supervises front-line staff and volunteers in guest-facing areas, including admissions, adoptions, front desk, café, and retail. This role ensures consistent service delivery, appropriate staffing coverage, adherence to standard operating procedures, and a safe, welcoming environment for guests, staff, volunteers, and animals. The Supervisor provides coaching, training, and performance feedback to staff, addresses daily operational challenges, and serves as the primary escalation point for customer and operational concerns. This role works closely with the Manager, Shelter Services & Guest Experience, to communicate operational needs, staffing trends, and opportunities for improvement, and supports the rollout of new procedures and initiatives.

Requirements

Minimum 2 years of experience in customer service or front-line operations.
Prior experience in a lead or supervisory role.
Strong leadership, communication, and conflict resolution skills.
Ability to manage multiple priorities in a fast-paced environment.
Experience with scheduling, coordinating workflows, or overseeing daily operations.
Strong organizational skills and attention to detail.
Ability to make decisions, solve problems, and provide direction to others.
Proficiency with computer systems and basic office software.
Demonstrated attention to accuracy in data entry, financial transactions, or records management

Nice To Haves

Experience in animal welfare, veterinary clinic, retail, café, or social services environment.
Experience supervising staff or volunteers.
Bilingual (Spanish) preferred.
Experience with shelter management software, scheduling platforms, or point-of-sale systems.

Responsibilities

Provide onboarding training and ongoing coaching to staff and volunteers to ensure excellent customer service, safe animal handling, and adherence to procedures.
Monitor staff performance, attendance, and conduct; provide regular feedback, coaching, and clear communication of expectations to ensure accountability to organizational policies.
Address performance concerns and document coaching conversations, partnering with the Manager on performance improvement plans and disciplinary actions when needed.
Manage and adapt staffing schedules to maintain appropriate coverage across all guest-facing areas.
Lead shift meetings and communicate daily priorities, updates, and operational changes.
Model organizational values and professional customer service standards at all times.
Contributes to a positive, collaborative work environment and assists in conflict resolution among staff and volunteers.
Participate in hiring, interviewing, and onboarding new staff in partnership with the Manager.
Oversee daily operations of shelter services, including front desk, admissions, adoptions, café, and retail during assigned shifts.
Ensure smooth service flow and positive guest experiences by monitoring staffing levels, appointment flow, and lobby traffic.
Serve as the primary escalation point for complex customer service situations, animal concerns, or operational issues.
Monitor customer communication channels (phone, email, messaging platforms) to ensure timely and accurate responses.
Ensure accurate data entry, financial transactions, and proper use of shelter systems by staff.
Step into front-line roles as needed to maintain service flow and coverage during busy periods or staff shortages.
Ensure opening and closing procedures are completed accurately and consistently.
Ensure staff and volunteers follow standard operating procedures, safety protocols, and customer service standards.
Conduct daily walkthroughs of public-facing and service areas to ensure spaces are clean, organized, safe, and welcoming.
Identify and report facility maintenance or safety concerns to the Manager.
Ensure proper handling and documentation of incidents, injuries, customer concerns, and unusual situations.
Reinforce safety practices and proper animal handling procedures with staff and volunteers.
Communicate daily operational updates, staffing challenges, and service trends to the Manager.
Coordinate daily operational needs with other departments to ensure smooth animal and client pathways.
Supports the rollout of new procedures, service changes, and organizational initiatives.
Attend and assist in leading department meetings and staff training.
Proactively surface operational challenges and recommend solutions to the Manager.
Assist with the logistical coordination and setup of Birthday Party events hosted via the cat café, stepping in to support guests directly as needed based on staffing availability.
Assist with maintaining staff schedules, operational documents, and service calendars.
Monitor inventory levels for front desk, retail, and café supplies and place orders.
Assist the Manager by ensuring data and documentation are accurate and complete for reporting purposes.
Other duties as assigned by management