Customer Care Team Lead

KIOSK; Thornton (CO); On-site; USD 65,000 - 78,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Life insurance

Disability insurance

401(k) match

Paid time off

10 holidays

Job summary

KIOSK is seeking a Customer Care Supervisor to lead daily operations and drive service quality for the Customer Care team in the United States. You will coach staff, coordinate workload, and partner with leadership to ensure timely resolution of customer inquiries while maintaining high standards of professionalism.

The role emphasizes ongoing coaching, performance reviews, and collaboration with internal teams.

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.

Responsibilities

• 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 Human Resources 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.
• Identify opportunities to improve customer experience, workflow efficiency, quality, and consistency; recommend and help implement process improvements in partnership with the Sr. Manager of Customer Care and other stakeholders.
• Promote accountability, collaboration, and a customer-focused culture while ensuring team practices align with company policies and quality standards.
• Perform other related duties as assigned.
• Invoice Review and Cost Control: Review invoices for accuracy, validate labor, parts, and other charges, investigate discrepancies, and support cost-control efforts.
• Technical Escalations: Serve as a technical escalation point for complex hardware, software, connectivity, and field-service issues, guiding troubleshooting and coordinating resources to resolve problems.
• Customer Escalations: Manage escalated customer concerns, coordinate follow-up across teams, and ensure timely communication and resolution.
• Project Deployment and Management: Assist with planning and managing customer deployments, including schedules, resources, milestones, risks, issue tracking, and stakeholder communication.
• Customer Onboarding: Coordinate onboarding activities, confirm customer requirements and contacts, establish support processes, and ensure documentation and information are ready for ongoing support.

Skills

Team leadership

Coaching

Customer service

Communication skills

Organizational skills

Microsoft Office

Education

Bachelor’s degree

Job description

KIOSK is seeking a Customer Care Supervisor to lead daily operations and drive service quality for the Customer Care team in the United States. You will coach staff, coordinate workload, and partner with leadership to ensure timely resolution of customer inquiries while maintaining high standards of professionalism.

The role emphasizes ongoing coaching, performance reviews, and collaboration with internal teams.