Customer Service Supervisor

Zoom Tan is currently hiring a Customer Service Representative to work in their Corporate Office in Naples, Florida!

Offering a complete benefit package (Health, Dental, Vision, Matched 401(k) Plan, and Life and Disability Insurance) for all employees working over 30 hours/week. Full Time employees also receive 3 weeks Paid Time Off (PTO) each year at hire!

We are seeking individuals that have excellent verbal communication skills and attention to detail to work at our corporate office assisting our clients and salon employees by phone with their needs.

Position Summary

The Customer Service Supervisor reports to the Operational Support Manager and leads the Customer Service team. This role supports daily team performance, coaching, training, scheduling, customer calls, chats, escalations, refunds, disputes, Google reviews, customer care follow-up, and timely responses to all customer care emails. The Team Lead is expected to actively handle calls, chats, emails, and escalations while also helping the team meet service, sales, quality, productivity, and customer experience goals.

Key Responsibilities

• Lead, coach, train, schedule, and support Customer Service team members to ensure consistent performance, accountability, professionalism, and coverage.
• Actively take customer calls, respond to chats, handle escalations, and provide backup support during high-volume periods.
• Oversee customer care inbox, including ensuring all customer care emails are reviewed, responded to, followed up on, and resolved in a timely and professional manner.
• Monitor live calls, chats, AI call reports, and monthly call reviews to identify coaching opportunities, knowledge gaps, quality concerns, and process improvements.
• Track and report key department statistics, including call volume, response times, call quality, chat activity, sales numbers, sales performance, refund activity, disputes, Google review response activity, monthly statistic goals, and progress toward department goals.
• Create and maintain customer service procedures, sales training materials, call guides, scripts, FAQs, response standards, coaching tools, sales goals, monthly statistic goals, and training support for the AI and knowledge base used for both phones and chat.
• Coach team members on customer communication, call quality, sales confidence, product knowledge, upselling, problem resolution, accurate policy guidance, and ways to improve individual and team sales results.
• Support refund requests, approve or deny refunds when appropriate, review chargeback letters, ensure disputes are handled properly and on time, and manage customer care concerns and escalated issues according to company guidelines.
• Ensure Google reviews are monitored and responded to in a timely, appropriate, and professional manner, with one-star review responses reviewed before posting.
• Provide real-time support to team members and communicate recurring customer concerns, policy questions, or process improvement opportunities to leadership.
• Perform other duties as assigned to support the Customer Service department, Operational Support team, and overall business needs.

Qualifications and Skills

• Must live in Naples, FL or be willing to relocate here.
• Previous customer service, call center, salon, retail, or operational support experience preferred.
• Prior leadership, coaching, training, or team lead experience preferred.
• Strong communication, organization, problem-solving, and follow-through skills.
• Ability to remain calm and professional when handling escalated customer situations.
• Comfortable reviewing performance data, identifying trends, coaching employees, and recommending improvements.
• Sales-minded approach with sound judgment when reviewing refunds, disputes, customer concerns, and escalations.