Supervisor, Customer Care

Sekisui House U.S.•Nashville, TN

8d•Hybrid

About The Position

This role provides day-to-day leadership and supervision for customer care and warranty operations, ensuring a positive homeowner experience post-close. The position manages administrative and field staff, oversees workflow, enforces service standards, and supports timely resolution of homeowner issues. Close collaboration with construction, quality, and trade partners is essential to deliver consistent and high-quality customer service.

Requirements

High school diploma or equivalent
Minimum of 2 years of relevant customer care, warranty, construction support, or related experience

Nice To Haves

Bachelor’s degree in construction management, business, or a related field
Prior experience supervising or leading customer care or support teams
Knowledge of residential construction warranty and customer care processes
Basic people management and team leadership skills
Strong customer service and problem-resolution abilities
Effective verbal and written communication skills
Ability to plan, prioritize, and manage daily workloads
Analytical skills to assess issues and identify practical solutions
Ability to collaborate across construction and operational teams
Attention to detail and commitment to service quality

Responsibilities

Supervise daily activities of customer care and warranty staff, both administrative and field-based.
Assign, monitor, and balance workloads to ensure timely response to customer inquiries and warranty requests.
Ensure adherence to customer care policies, procedures, and quality standards.
Oversee intake, tracking, and completion of service requests and warranty claims.
Address escalated or complex customer issues and determine appropriate resolution.
Provide coaching, training, and development to team members; maintain up-to-date training materials.
Support cross-functional departments through collaboration.
Monitor performance metrics, including response times, service quality, and customer satisfaction.
Identify opportunities for process improvement and workflow efficiencies.
Maintain accurate documentation and reporting of service activity and team performance.