Customer Care Supervisor

Quenchwater; Grapevine (TX); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401(k) match

Unlimited Paid Time Away

Parental leave

Job summary

Quenchwater is seeking a hybrid Customer Care Supervisor to lead a team focused on delivering exceptional customer experiences in Grapevine, Texas. This role emphasizes team development, operational excellence, and direct contributions to customer satisfaction metrics.

The ideal candidate has strong leadership skills, with over 3 years of experience in customer service, particularly in a contact center environment. Benefits include medical, dental, and career progression opportunities.

Qualifications

• 3+ years of experience in a customer service leadership role, ideally in a contact center.
• Track record of coaching teams to achieve KPI targets.
• Experience in delivering performance feedback.

Responsibilities

• Supervise and develop a team of Customer Care employees.
• Drive performance management and quality standards.
• Own NPS/CSAT improvement goals.

Skills

Coaching

Problem solving

Customer focus

Conflict resolution

Communication

Job description

Position Summary

The hybrid Customer Care Supervisor leads a team responsible for delivering exceptional customer experiences through proactive account management, issue resolution, retention support, and operational excellence. This role drives team performance through coaching, accountability, quality management, and KPI ownership while partnering cross‑functionally to improve customer experience and business outcomes. It is a hands‑on leadership role where supervisors balance team leadership responsibilities with direct operational contributions aligned to business needs.

What Success Looks Like

• Establish a consistent coaching cadence with all direct reports
• Demonstrate measurable improvement in team productivity, quality, or customer retention metrics
• Reduce escalations through proactive issue identification and coaching
• Build strong cross‑functional partnerships that improve customer issue resolution
• Demonstrate accountability, urgency, and leadership presence within the operation

Key Responsibilities

Team Leadership

• Supervise, mentor, and develop a team of 8–15 Customer Care employees
• Deliver regular coaching, conduct performance reviews, and support individual development plans
• Assign and adjust workload based on call or case volume, staffing levels, and shifting business priorities
• Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution

Performance & Quality

• Drive a culture of quality and accountability through audit reviews, coaching, SLA adherence, documentation accuracy, and consistent execution of standard operating procedures
• Drive consistent achievement of productivity, quality, customer satisfaction, and retention goals through proactive performance management and coaching
• Ensure customer interactions consistently meet quality, responsiveness, and professionalism standards
• Interpret performance reports to identify trends, coach to gaps, and recognize top performers

Customer Experience

• Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed
• Effectively develop and use available reporting resources such as PowerBI, Salesforce to identify performance trends and develop coaching tactics to help drive improvement in performance and reduce cancellations

Operational Excellence

• Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight
• Ensure team compliance with company policies, procedures, and applicable regulations
• Coach and develop employees to meet and exceed KPIs/Goals for the business
• Support customer retention by coaching employees about opportunities to save customers along with de‑escalation techniques
• Partner cross‑functionally to escape and resolve systemic customer service challenges

Continuous Improvement

• Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency
• Contribute to the development and refinement of SOPs, call scripts, and training materials

Requirements

Experience

• 3+ years of experience in a customer service leadership role, ideally within a contact center or subscription‑based, account‑management function
• Demonstrated track record of coaching teams to hit KPI targets
• Experience writing and delivering performance feedback and conducting formal performance conversations
• Exposure to workforce management concepts including scheduling, occupancy, and volume forecasting
• Experience leveraging CRM platforms, reporting tools, and contact center technologies to drive operational performance

Leadership Competencies

• Highly accountable, customer‑focused leader who thrives in fast‑paced environments and demonstrates ownership, adaptability, urgency, and a servant‑leadership mindset
• Develops high‑performing teams through consistent coaching, transparent accountability, and data‑driven decision making
• Leads with professionalism, empathy, operational discipline, and a strong focus on customer experience and retention outcomes
• Strong problem‑solving and conflict resolution skills with the ability to remain composed and make sound decisions under pressure
• Effective communicator with strong verbal, written, and one‑on‑one coaching capabilities
• Able to interpret performance dashboards, quality metrics, and reporting insights to drive continuous improvement and operational performance
• Highly organized and detail‑oriented with the ability to manage multiple priorities and follow through with accountability
• Experience with or willingness to adopt quality monitoring tools, customer satisfaction frameworks, and continuous improvement practices

Preferred

• Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs)
• Familiarity with NPS methodology and customer retention practices

Benefits

• Medical, Dental, Vision which start day one
• 401(k) match of 50% up to 6%
• Life insurance
• Disability
• Unlimited Paid Time Away
• Parental leave
• Additional voluntary benefits
• Career progression opportunities
• Coaching and professional development

Equal Opportunity Employer

Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.