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Position Summary
Our client is seeking an experienced Customer Support Supervisor to lead and develop a team responsible for delivering exceptional customer service across multiple communication channels. This leadership role combines employee coaching, performance management, operational oversight, and continuous improvement initiatives to ensure a high-quality customer experience while supporting business growth objectives.
The ideal candidate is a collaborative leader who thrives in a fast-paced environment, enjoys developing people, and uses data-driven decision-making to drive team performance and customer satisfaction.
What You'll Do
- Lead, coach, and develop a team of customer support professionals to achieve service, quality, and productivity goals.
- Conduct regular performance reviews, quality audits, and coaching sessions to support employee growth and accountability.
- Provide day-to-day leadership, guidance, and escalation support for customer inquiries and operational challenges.
- Monitor service levels, workloads, and team performance to ensure timely issue resolution and excellent customer experiences.
- Analyze operational metrics and performance trends to identify opportunities for improvement.
- Implement action plans to improve efficiency, customer satisfaction, and team effectiveness.
- Support hiring, onboarding, training, and career development initiatives.
- Collaborate with internal departments to resolve customer concerns and improve cross-functional processes.
- Assist with the rollout of new technologies, process enhancements, and operational changes.
- Promote a positive, inclusive, and high-performing team culture focused on accountability and continuous improvement.
- Utilize reporting tools and performance data to make informed business decisions.
- Support special projects and organizational initiatives as needed.
Qualifications
- Bachelor's degree preferred or equivalent combination of education and professional experience.
- Previous supervisory or team leadership experience in customer service, customer support, contact center, or related operations.
- Demonstrated ability to coach, motivate, and develop employees.
- Strong communication, interpersonal, and conflict-resolution skills.
- Experience managing performance metrics, service-level objectives, and quality standards.
- Strong analytical and problem-solving abilities.
- Proven ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
- Experience working with CRM platforms, reporting tools, and customer support technologies.
- Adaptability and comfort navigating operational and technology-related changes.
- Commitment to delivering exceptional customer experiences and driving continuous improvement.
Ferretti Search is a specialized staffing and recruiting firm dedicated to connecting top talent with leading organizations across a variety of industries. We take a relationship-driven approach to recruiting, partnering closely with both clients and candidates to create successful, long-term matches. Our team is committed to delivering exceptional service, strategic hiring solutions, and opportunities that help businesses grow and professionals advance their careers.