Customer Service Supervisor | E-Commerce

Accountabilities: The Customer Service Supervisor will lead daily customer support operations, ensuring service quality, team performance, and operational efficiency across multiple support channels. This role requires strong leadership, coaching abilities, and a data-driven approach to improving customer satisfaction and team outcomes.

Supervise customer service agents managing phone, email, and ticket-based customer interactions.

Monitor real-time queues, balance workloads, and adjust staffing coverage to maintain service levels.

Support shift planning, schedule adherence, and daily operational coordination.

Provide real-time guidance and support during complex customer interactions and escalations.

Conduct quality reviews across calls, emails, and support tickets to identify improvement opportunities.

Coach, mentor, and develop team members through structured feedback, accountability sessions, and performance support.

Support onboarding and training initiatives for new customer service team members.

Ensure adherence to company policies, standard procedures, brand communication standards, and customer experience expectations.

Manage complex customer complaints and make appropriate service recovery decisions within approved guidelines.

Collaborate with internal teams to resolve cross-functional customer issues and improve processes.

Track operational metrics including productivity, service levels, response times, customer satisfaction, and quality performance.

Provide performance updates, identify operational risks, and recommend improvements to workflows, tools, and processes.

Requirements:

The ideal candidate has proven experience leading customer service teams in a fast-paced environment, preferably within eCommerce or digital retail. Success in this role requires strong communication skills, operational discipline, and the ability to motivate teams while maintaining high customer experience standards.

Minimum 3 years of experience in a Customer Service Supervisor, Team Lead, Manager, or similar leadership role.

At least 5 years of customer service experience, preferably supporting eCommerce operations.

Experience managing teams handling phone, email, and ticket-based customer support.

Demonstrated ability to coach, mentor, and improve team performance.

Strong verbal and written English communication skills.

Excellent conflict resolution and customer de-escalation abilities.

Experience conducting quality assurance reviews and providing actionable feedback.

Ability to monitor service queues and make staffing decisions based on operational demand.

Strong organizational skills with the ability to manage multiple priorities independently.

Comfortable working with customer service KPIs such as productivity, service levels, CSAT, response times, refunds, and quality metrics.

Analytical mindset with the ability to identify trends and recommend process improvements.

Familiarity with customer service platforms, CRM systems, and productivity tools.

Self-motivated, reliable, and comfortable working in a remote environment.

Availability to work during Eastern Standard Time (EST) business hours.

Benefits:

Remote work opportunity within a flexible, distributed environment.

Starting compensation of $5.00 USD per hour .

Regular compensation of $5.50 USD per hour after successful completion of the probationary period, based on performance.

Opportunity to lead a growing customer service team and make a measurable impact on customer experience.

Collaborative environment focused on innovation, accountability, and continuous improvement.

Professional growth opportunities through team leadership and operational ownership.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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