Customer Care Lead: Coaching, Escalations & Performance

Kiosk Information Systems; Thornton (CO); Sur place; USD 65 000 - 78 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental coverage

Vision coverage

Life insurance

Disability insurance

FSA/Health Savings Account

401(k) match

Employee Assistance Program

Paid time off

10 paid holidays

Résumé du poste

Kiosk Information Systems is seeking a Customer Care Supervisor in the United States to lead the day-to-day operations of the Customer Care team, drive performance, and ensure high-quality service. You will mentor staff, manage workloads, and coordinate with cross-functional teams to resolve complex issues promptly.

The role emphasizes customer-focused culture, performance reporting, and continuous improvement, with strong emphasis on coaching, coaching and development, and adherence to company

Qualifications

• 3+ years of customer care or customer service experience.
• 3 + years of experience in technical support, technical customer service, field service support, or a related technical troubleshooting environment.
• Previous supervisory or management experience.
• Strong knowledge of customer service principles, practices, and procedures.
• Demonstrated ability to coach, mentor, motivate, and hold team members accountable.
• Excellent verbal and written communication skills, including the ability to handle escalated customer concerns with professionalism and composure.
• Strong organizational skills, attention to detail, and ability to manage competing priorities.
• Ability to review service interactions, recognize trends, and use performance information to guide coaching and process improvements.
• Proficiency with Microsoft Office Suite and customer care or ticketing software.

Responsabilités

• Lead, coach, and support assigned Customer Care employees to achieve service, quality, productivity, and customer satisfaction goals.
• Coordinate daily workload, staffing coverage, schedules, and priorities to support timely responses and effective resolution of customer inquiries and issues.
• Support recruiting, interviewing, onboarding, and training of Customer Care employees in company policies, procedures, systems, products, and service expectations.
• Provide ongoing coaching and mentoring; set clear expectations and address performance concerns promptly and constructively.
• Conduct or contribute to performance reviews and document feedback in accordance with company practices; elevate formal disciplinary or termination matters to the appropriate leadership and HR partners.
• Monitor and review customer calls, emails, tickets, and other correspondence to evaluate service quality, accuracy, professionalism, and adherence to established procedures.
• Serve as an escalation point for complex, sensitive, or unresolved customer concerns, coordinating with appropriate internal teams to drive clear communication and resolution.
• Ensure team members receive timely updates about changes to company products, services, policies, procedures, and support processes.
• Track and analyze customer inquiries, complaints, trends, service levels, and team performance; prepare regular reports and summaries for leadership.
• Maintain and improve knowledge-base content, frequently asked questions, standard responses, procedures, and other resources used by the team.

Connaissances

Customer care experience

Technical support experience

Supervisory experience

Coaching and mentoring

Excellent communication

Organizational skills

Performance analysis

Problem escalation

Cross-functional teamwork

Formation

Bachelor’s degree from an accredited College/University

Outils

Microsoft Office Suite

Ticketing software

Description du poste

Kiosk Information Systems is seeking a Customer Care Supervisor in the United States to lead the day-to-day operations of the Customer Care team, drive performance, and ensure high-quality service. You will mentor staff, manage workloads, and coordinate with cross-functional teams to resolve complex issues promptly.

The role emphasizes customer-focused culture, performance reporting, and continuous improvement, with strong emphasis on coaching, coaching and development, and adherence to company