Seasonal Customer Service Team Supervisor

Accountabilities:

The Seasonal Customer Service Team Supervisor will oversee daily customer service operations, providing leadership, coaching, and operational support to ensure a high-quality customer experience during a busy seasonal period.

• Directly supervise Customer Service Leads and Customer Service Representatives, providing guidance, motivation, and performance support.
• Coach team members on customer interactions, problem-solving techniques, productivity, and service quality standards.
• Monitor team performance through key metrics including quality, customer satisfaction, productivity, and attendance.
• Support daily operations by managing queue priorities, schedule adherence, workload distribution, and real-time escalations.
• Conduct regular check-ins and one-on-one meetings to provide feedback, coaching, and development support.
• Maintain availability through communication channels to answer questions, provide guidance, and support team members in real time.
• Ensure adherence to workforce management guidelines, including schedules, breaks, and operational procedures.
• Handle complex customer issues and provide subject matter expertise on products, services, and policies.
• Complete operational projects and administrative tasks, including customer requests, financial transactions, vendor communications, and other assigned initiatives.
• Collaborate with cross-functional teams to improve customer experiences and resolve operational challenges.
• Build strong relationships with leadership teams and contribute insights to improve processes across customer-facing functions.
• Prepare weekly business reviews highlighting team performance, coaching progress, and operational trends.
• Promote a positive, inclusive, and supportive team environment focused on collaboration and continuous improvement.

Requirements:

The ideal candidate is an experienced customer service leader with strong communication skills, operational discipline, and the ability to motivate teams in a fast-changing environment.

• Bachelor’s degree or equivalent professional experience.
• 4+ years of customer service experience, preferably within eCommerce, retail, or a customer-focused digital environment.
• 1+ years of leadership experience managing customer service teams and driving performance outcomes.
• Demonstrated ability to coach, develop, and support employees through feedback and accountability.
• Strong problem-solving skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent verbal and written communication skills with strong interpersonal abilities.
• Ability to quickly learn new products, systems, processes, and policies.
• Comfortable working with technology and digital tools, with experience using platforms such as Google Docs, Sheets, and Slides.
• Experience supporting remote teams or high-volume customer service operations is a plus.
• Ability to work a flexible seasonal schedule, including weekends when required by business needs.
• Reliable, adaptable, and comfortable taking ownership in a dynamic environment.
• Strong commitment to delivering exceptional customer experiences and building team morale.

Benefits:

• Seasonal remote work opportunity from eligible U.S. states.
• Hourly compensation based on location:
  • $24.82/hour for select metropolitan areas including Washington DC, Chicago, Seattle, Austin, Atlanta, and Portland.
  • $22.78/hour for other eligible locations.
  • Opportunity to gain leadership experience within a fast-paced customer operations environment.
  • Flexible and dynamic work environment.
  • Opportunity to develop customer service leadership and operational management skills.
  • Exposure to cross-functional collaboration and process improvement initiatives.