Customer Service Supervisor

Earthcam-Inc; Upper Saddle River (NJ); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Bonuses

Dental & Vision insurance

Team events

Job summary

EarthCam, based in New Jersey, is seeking a Customer Service Supervisor to lead a fast-paced call center team, manage daily activity, coaching, and escalation handling. You will ensure service quality and staff accountability while driving performance improvements.

You will monitor metrics, mentor reps, and coordinate with other departments to resolve complex issues and uphold customer satisfaction.

Qualifications

• 5+ years of customer service experience.
• 3+ years of management experience supervising a customer service or call center team.
• Experience managing phone-based customer support in a high-volume environment.
• Experience monitoring call queues, staffing coverage, attendance, and schedule adherence.
• Proven success coaching representatives and improving measurable team performance.
• Experience conducting call quality reviews and delivering constructive feedback.
• Strong understanding of call center metrics, including service levels, average handling time, abandonment rate, and first-call resolution.
• Experience handling escalated calls and resolving complex customer concerns.
• Proficiency with call center phone systems, CRM platforms, ticketing systems, and reporting tools.
• Strong communication, organizational, and problem-solving skills.
• Experience supporting technology products or working in a B2B environment preferred.

Responsibilities

• Supervise daily call center operations and provide real-time direction to customer service representatives
• Monitor inbound call queues, wait times, abandoned calls, and open tickets to identify and address service delays
• Coordinate schedules, breaks, and coverage to maintain appropriate staffing throughout the day
• Monitor attendance, schedule adherence, and representative availability
• Lead weekly team meetings and regular one-on-one meetings to communicate priorities and review performance
• Monitor live and recorded calls, evaluate interactions, and provide actionable coaching
• Reinforce call handling standards, professional phone etiquette, accurate documentation, and consistent follow-through
• Serve as the escalation point for complex customer concerns and step in to support calls during peak periods
• Track first-call resolution, customer satisfaction, quality scores, call handling time, and ticket aging
• Prepare performance reports, identify gaps, and implement coaching or corrective action plans
• Support onboarding and ongoing training on products, systems, call handling, and escalation procedures
• Coordinate with internal departments to resolve customer issues and ensure clear ownership through resolution
• Identify recurring call drivers and recommend improvements to workflows, training, and self-service resources
• Coach representatives to recognize relevant upsell opportunities and coordinate with Sales when appropriate

Skills

Customer service leadership

Call center operations

Coaching

Data-driven decision making

Communication skills

Tools

CRM platforms

Ticketing systems

Reporting tools

Job description

Who We Are

EarthCam is aglobal leader in webcam technologythat gives construction teams real-time visibility into their jobsites- anytime, anywhere.

Our platform delivers live video, time-lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision-making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley.

We're a collaborative, hands-on team that builds our technology in-house and works closely across departments to solve real problems for real users.

Job Description

EarthCam is seeking aCustomer Service Supervisorto lead a team of customer service representatives in a fast-paced, call center environment.

This role is responsible for managing daily call center activity, monitoring call queues and staffing coverage, coaching representatives, and handling customer escalations.

You will maintain service quality, reinforce team accountability, and ensure customer inquiries are handled efficiently from initial contact through resolution.

Responsibilities

• Supervise daily call center operations and provide real-time direction to customer service representatives
• Monitor inbound call queues, wait times, abandoned calls, and open tickets to identify and address service delays
• Coordinate schedules, breaks, and coverage to maintain appropriate staffing throughout the day
• Monitor attendance, schedule adherence, and representative availability
• Lead weekly team meetings and regular one-on-one meetings to communicate priorities and review performance
• Monitor live and recorded calls, evaluate interactions, and provide actionable coaching
• Reinforce call handling standards, professional phone etiquette, accurate documentation, and consistent follow-through
• Serve as the escalation point for complex customer concerns and step in to support calls during peak periods
• Track first-call resolution, customer satisfaction, quality scores, call handling time, and ticket aging
• Prepare performance reports, identify gaps, and implement coaching or corrective action plans
• Support onboarding and ongoing training on products, systems, call handling, and escalation procedures
• Coordinate with internal departments to resolve customer issues and ensure clear ownership through resolution
• Identify recurring call drivers and recommend improvements to workflows, training, and self-service resources
• Coach representatives to recognize relevant upsell opportunities and coordinate with Sales when appropriate

Who You Are

• You are a hands-on leader who stays engaged with the team and daily call center activity
• You set clear expectations and hold employees accountable with consistency and fairness
• You are comfortable coaching representatives directly and addressing performance concerns
• You remain calm and decisive during high call volumes and difficult customer interactions
• You balance efficient call handling with service quality and complete issue resolution
• You use data to identify problems, adjust priorities, and improve team results
• You communicate clearly and bring a dependable, adaptable, and positive approach to leadership

Qualifications

• 5+ years of customer service experience
• 3+ years of management experience supervising a customer service or call center team
• Experience managing phone-based customer support in a high-volume environment
• Experience monitoring call queues, staffing coverage, attendance, and schedule adherence
• Demonstrated success coaching representatives and improving measurable team performance
• Experience conducting call quality reviews and delivering constructive feedback
• Strong understanding of call center metrics, including service levels, average handling time, abandonment rate, and first-call resolution
• Experience handling escalated calls and resolving complex customer concerns
• Proficiency with call center phone systems, CRM platforms, ticketing systems, and reporting tools
• Strong communication, organizational, and problem-solving skills
• Experience supporting technology products or working in a B2B environment preferred

What We Offer

At EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people-first environment where innovation, growth, and collaboration thrive.

Our benefits include:

• Competitive salaries and performance-based bonuses
• 100% company-paid health insurance (single coverage)
• Dental and Vision insurance
• 401(k) plan with generous company matching
• Paid time off plus paid holidays
• Complimentary breakfasts, lunches, and snacks
• Team events, BBQs, and our annual company Olympics

We're proud to foster an energetic, entrepreneurial workplace where your ideas matter and your career can grow.