Customer Experience Supervisor — Lead a High-Volume Team

Blackbird Recruiting; Spring Valley (KY); Presencial; USD 75.000 - 95.000; Jornada completa

Descripción de la vacante

Blackbird Recruiting in Monsey, NY is seeking a Customer Service Supervisor to lead a high-volume team and drive top-tier service. You’ll mentor five reps, handle escalations, and oversee daily operations to ensure excellence across calls, emails, and tickets.

The role requires strong leadership, thick skin, clear communication, and proficiency with CRM/ticketing tools; a fast-paced environment experience is highly valued.

Formación

• Leadership experience in a supervisory role preferred.
• Ability to stay calm under pressure and handle demanding customers.
• Clear, confident communication under stress.
• Strong organization to manage people and shifting priorities.
• Comfort with CRM/ticketing tools and MS Office.
• Strong problem-solving and decision-making abilities.
• Experience in a fast-paced environment.

Responsabilidades

• Team Leadership — Manage, mentor, and motivate a team of 5 customer service reps
• Escalation Handling — Take ownership of tough calls, upset customers, and high‑pressure situations
• Workflow Management — Oversee daily operations, assign tasks, and ensure smooth coverage
• Training & Development — Coach reps, run refreshers, and maintain performance standards
• Quality Control — Review calls, emails, and tickets to ensure consistency and professionalism
• Reporting — Track KPIs, team performance, and customer satisfaction metrics
• Cross‑Department Collaboration — Work with operations, sales, and management to resolve issues quickly
• Process Improvement — Identify bottlenecks and recommend better systems or workflows

Conocimientos

Leadership

Thick Skin

Communication

Organization

Tech Proficiency

Problem-Solving

Fast-paced work environment

Herramientas

CRM systems

Ticketing platforms

Microsoft Office

Descripción del empleo

Blackbird Recruiting in Monsey, NY is seeking a Customer Service Supervisor to lead a high-volume team and drive top-tier service. You’ll mentor five reps, handle escalations, and oversee daily operations to ensure excellence across calls, emails, and tickets.

The role requires strong leadership, thick skin, clear communication, and proficiency with CRM/ticketing tools; a fast-paced environment experience is highly valued.