Customer Care Supervisor - Experience & Growth Lead

Collectors Universe, Inc.; Plano (TX); Hybrid; USD 68,000 - 79,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Flexible Hours

Vacation

Job summary

Collectors Universe, Inc. in Plano, TX is seeking a Customer Care Supervisor, PSA, to drive the operational strategy of the customer experience and manage the day-to-day efforts of the Customer Care Representatives. This role focuses on delivering exceptional service at scale and mentoring the team to meet demand.

You will report to the PSA Sr. Customer Care Manager, work onsite five days a week, and oversee KPI definition, staffing for growth, and training initiatives to continually improve the

Qualifications

• 6+ years of customer service experience.
• 2+ years supervising a customer service or call center team.
• Clear and professional communication skills in diverse situations.
• Experience with CRM systems, Salesforce preferred.
• Proven ability to implement SOPs for consistency and speed.

Responsibilities

• Define and implement KPIs for the customer care team.
• Ensure adequate staffing to support business growth.
• Lead training and onboarding to improve service delivery.
• Collaborate on designing a data‑driven customer experience strategy.
• Drive customer satisfaction to meet service standards.

Skills

Customer service

Team supervision

Communication skills

Process improvement

Data-driven

Education

Bachelor’s or Associate’s degree

Tools

Salesforce

Job description

Collectors Universe, Inc. in Plano, TX is seeking a Customer Care Supervisor, PSA, to drive the operational strategy of the customer experience and manage the day-to-day efforts of the Customer Care Representatives. This role focuses on delivering exceptional service at scale and mentoring the team to meet demand.

You will report to the PSA Sr. Customer Care Manager, work onsite five days a week, and oversee KPI definition, staffing for growth, and training initiatives to continually improve the