Customer Service Supervisor

About the Role

You will coordinate the overall strategy with day‑to‑day operations of the CSSC, adapt and upgrade internal processes to align with the service mantra, and ensure the tone of voice permeates the contact centre through training, coaching, and process materials. You will act as the ultimate owner of homeowner issues and nurture Customer Care associates, helping them build rewarding careers. Supporting the CCA strategy, you will motivate and mentor the Customer Care team, maintain training and development plans, and track critical omnichannel metrics to drive quality. You will lead the team to achieve excellent performance and customer satisfaction, manage performance, propel career growth, and serve as the first line of contact for rapid response through the CSSC. • Coordinate strategy and daily operations of the Client Shared Service Center (CSSC). • Upgrade internal processes to align with the service mantra. • Ensure consistent service tone through training, coaching, and documentation. • Mentor and develop Customer Care associates’ careers. • Motivate the team and maintain individualized training plans. • Track and improve critical omnichannel quality metrics. • Lead performance management to achieve high customer satisfaction. • Serve as first‑line contact for rapid response management.

Key Responsibilities

• ▸strategy ops
• ▸process upgrade
• ▸training coaching
• ▸team mentoring
• ▸metrics tracking
• ▸performance management

What You Bring

The Customer Care Supervisor role is ideal for an agile and passionate customer‑service professional who thrives in a demanding environment. As the liaison between homeowners, branch partners, and the Client Shared Service Center, you will uphold the highest level of service. Successful candidates will have 3–5 years of experience in a similar supervisory role, knowledge of COPC standards, and strong communication, organizational, and relationship‑building skills. Experience in team management, omnichannel and offshore service delivery, a client‑focused mindset, results‑driven attitude, and the ability to adapt in a fast‑growing environment are essential; foreign language skills are a plus. The position is on‑site in the Dallas metroplex. • Own resolution of homeowner issues. • Possess 3–5 years supervisory experience in customer service. • Knowledge of COPC standards. • Strong communication, organizational, and relationship‑building abilities. • Experience managing omnichannel and offshore service delivery. • Client‑focused, results‑driven, and agile mindset. • Foreign language proficiency is a plus. • Must be located in the Dallas metroplex for on‑site work.

Requirements

• ▸copc
• ▸omnichannel
• ▸offshore
• ▸supervisory
• ▸client‑focused
• ▸dallas

Work Environment

Office Full-Time