Customer Service Supervisor

Blackbird Recruiting; Spring Valley (KY); On-site; USD 75,000 - 95,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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

Skills

Leadership

Thick Skin

Communication

Organization

Tech Proficiency

Problem-Solving

Fast-paced work environment

Tools

CRM systems

Ticketing platforms

Microsoft Office

Job description

Customer Service Supervisor

Monsey, NY

$75,000–$95,000 | Full‑Time

Overview

Our client is seeking a Customer Service Supervisor who can run a tight, efficient, high‑volume department. This person needs thick skin, strong leadership instincts, and the ability to stay calm and decisive even when things get loud, messy, or urgent. You’ll manage a team of five reps, set the tone, and make sure customers get top‑tier service every single day.

Responsibilities

• 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

Qualifications

• Leadership Experience — Prior team lead or supervisor experience strongly preferred
• Thick Skin — Able to handle pressure, conflict, and demanding customers
• Communication Skills — Clear, confident, and steady under stress
• Organization — Skilled at managing people, tasks, and shifting priorities
• Tech Proficiency — Comfortable with CRM systems, ticketing platforms, and Microsoft Office
• Strong problem‑solving and decision‑making abilities
• Experience in a fast‑paced environment