Customer Service Operations Leader

Springs Window Fashions; Pennsylvania; On-site; USD 70,000 - 100,000; Full time

Job summary

Springs Window Fashions is seeking a seasoned Customer Service Operations Supervisor to oversee day-to-day activities, drive service levels, and align the team with company goals. You will coach staff, design schedules, review performance, and partner with leadership to implement process improvements, AI-driven support initiatives, and cost-control measures.

This role requires 5+ years in customer service operations, 3+ years in a management role, and strong skills in communication,

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 strong interpersonal and leadership skills.
• Experience with AI-assisted customer service and AI automation is highly desired.
• Excellent time management, project management and organizational skills.
• Knowledge of measuring customer satisfaction and loyalty.

Responsibilities

• Supervise day-to-day operations of Customer Service to meet goals.
• Plan and develop work schedules and staffing plans.
• Recommend process improvements and best practices.
• Coaching and mentoring to improve performance and retention.
• Monitor performance, analyze data, and drive continuous improvement.
• Assist in hiring and onboarding of employees.
• Collaborate with leadership to optimize systems including CRM/ERP and e-commerce.

Skills

Leadership

Communication

Problem-solving

Time management

Organizational skills

Coaching

People management

Team development

Education

BA/BS in Business or related field

Tools

CRM software

ERP software

MS Office

ACD systems

E-commerce platforms

Job description

Springs Window Fashions is seeking a seasoned Customer Service Operations Supervisor to oversee day-to-day activities, drive service levels, and align the team with company goals. You will coach staff, design schedules, review performance, and partner with leadership to implement process improvements, AI-driven support initiatives, and cost-control measures.

This role requires 5+ years in customer service operations, 3+ years in a management role, and strong skills in communication,