Customer Service Operations Lead

Springs Window Fashions and Affiliated Companies; Pennsylvania; On-site; USD 60,000 - 90,000; Full time

Job summary

Springs Window Fashions and Affiliated Companies is seeking a Customer Service Supervisor to oversee daily operations and drive service excellence in a fast-paced environment. You will guide scheduling, coaching, and performance management to meet company goals.

You will lead process improvements, analyze metrics, and collaborate with leadership to implement cost-effective solutions. A strong background in AI-enabled service and CRM/ERP systems is preferred.

Qualifications

• BA/BS in Business or related field.
• At least 5 years of experience in customer support operations.
• At least 3 years as a manager with leadership and executive presentation skills.
• Experience with AI-assisted customer service and AI automation.
• Excellent time management, project management, and organizational skills.
• Ability to manage multiple concurrent tasks and monitor performance.
• Knowledge of measuring customer satisfaction and loyalty across diverse customers.
• Detail-oriented and service minded.
• Experience using or improving ACD, e-commerce and other CS systems.
• CRM or ERP experience is a plus; excellent written/verbal communication.
• Knowledge of Microsoft Office Suite.
• Motivated to build a positive, dynamic team environment; e-commerce knowledge desirable.

Responsibilities

• Supervises the day-to-day operations of Customer Service.
• Oversees workflow and productivity to meet company goals.
• Guides scheduling and staffing plans to balance workload and budget.
• Makes recommendations to improve processes and procedures.
• Benchmarks with vendors to implement best practices.
• Stays updated on contact center technologies and best uses.
• Improves service quality by redesigning processes and tracking metrics.
• Leads by coaching and mentoring; supports associate development.
• Assists in hiring and discharge of employees.
• Reviews subordinates' work to ensure accuracy and content.
• Provides data-driven insight to address issues and drive improvements.

Skills

Customer service operations

Leadership

Time management

Project management

Communication skills

AI automation experience

Education

BA/BS in Business or related field

Tools

CRM software

ERP systems

ACD systems

MS Office

E-commerce platforms

AI automation tools

Job description

Springs Window Fashions and Affiliated Companies is seeking a Customer Service Supervisor to oversee daily operations and drive service excellence in a fast-paced environment. You will guide scheduling, coaching, and performance management to meet company goals.

You will lead process improvements, analyze metrics, and collaborate with leadership to implement cost-effective solutions. A strong background in AI-enabled service and CRM/ERP systems is preferred.