Supervisor, Customer Care

Sekisui House US•Nashville, TN

8d•Hybrid

About The Position

The Sekisui House U.S. team is a proud builder of the SHAWOOD, Richmond American, Woodside, Holt, Hubble, and Chesmar brands. We take great pride in being a member of Sekisui House, a global leader in homebuilding. This impressive, 60+ year old company has built over 2.6 million new homes designed to reflect and adapt to the changing needs of today's homebuyers. Drawing on Sekisui House's unparalleled history and superior service, we commit ourselves to a future where people around the world can live joyful lives in homes that are safe, secure, stylish and comfortable. We encourage a company culture that promotes professionalism, teamwork, health & wellness and work-life balance. If you are a results-driven professional with a passion for success, consider building a career with us. Positive Work Environment & Culture Collaborative Team Culture: Join a supportive environment where teamwork and the open exchange of ideas are highly valued. Team Engagement: Participate in a variety of team-building events and social gatherings, such as company outings, holiday celebrations, and regular office socials. We support a healthy work-life balance and recognize the importance of time outside of work commitments. Overview & Position Summary 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
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
Candidates must maintain a valid driver's license, personal vehicle, and automobile insurance meeting company coverage requirements. Proof of insurance will be required before employment.

Nice To Haves

Bachelor’s degree in construction management, business, or a related field
Prior experience supervising or leading customer care or support teams

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.