Customer Care Leader – Onsite in Plano

Collectors; Plano (TX); On-site; USD 67,535 - 79,453; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Dental and vision coverage

Fertility assistance

Educational assistance

Job summary

Collectors is seeking a hands-on Supervisor, Beckett Customer Care in Plano, TX to lead daily operations and develop a high-performing team. You will coach Team Leads and Representatives, oversee multi-channel support, and drive improvements in service levels and customer satisfaction.

The role reports to the Director, Global Customer Experience and requires on-site presence five days a week. A background in CRM tools and metric-driven leadership is essential to succeed in this fast-paced

Qualifications

• 5+ years of customer service experience, including 3+ years in a leadership role.
• Proven experience coaching and developing high-performing teams.
• Strong experience managing KPIs and customer service operations.
• Excellent communication, leadership, and problem-solving skills.
• Experience with CRM platforms such as HubSpot, Salesforce, or Zendesk.
• Ability to prioritize multiple initiatives in a fast-paced environment.

Responsibilities

• Lead, coach, and develop Team Leads and Representatives.
• Oversee daily customer service operations across phone, email, and other support channels.
• Monitor and improve key performance metrics, including service levels, response times, productivity, quality, and customer satisfaction.
• Handle escalated customer issues and ensure timely, professional resolution.
• Conduct regular coaching sessions, performance reviews, and development planning.
• Partner with cross-functional teams to improve processes and enhance the customer experience.
• Drive continuous improvement initiatives through data analysis and operational best practices.
• Assist with hiring, onboarding, workforce planning, and employee engagement.

Skills

Customer service leadership

KPI management

Communication

Problem-solving

Team coaching

Multi-channel support

Tools

HubSpot

Salesforce

Zendesk

Job description

Collectors is seeking a hands-on Supervisor, Beckett Customer Care in Plano, TX to lead daily operations and develop a high-performing team. You will coach Team Leads and Representatives, oversee multi-channel support, and drive improvements in service levels and customer satisfaction.

The role reports to the Director, Global Customer Experience and requires on-site presence five days a week. A background in CRM tools and metric-driven leadership is essential to succeed in this fast-paced