Customer Service Supervisor: Lead a High-Impact Team

Leaf Home, LLC.; Hudson (OH); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Fully paid health, dental, and vision

401k with company match

Paid time off including parental leave

Individualized career development

On-demand lunch program

Childcare assistance

Free gym membership

Employee discount marketplace

Job summary

Leaf Home is seeking a Customer Service Supervisor to lead and develop a team of Customer Service Coordinators, delivering an exceptional customer experience across daily operations.

You will monitor performance metrics, coach staff, and partner with cross-functional teams to improve processes, drive engagement, and uphold service standards. This role is based in Hudson, OH, and offers industry-leading compensation and benefits.

Qualifications

• High school diploma or equivalent.
• 3+ years of experience in service administration, call center operations, or related roles; supervisory or team lead experience preferred.
• Strong organizational and multitasking abilities with a proven ability to manage team workflows.
• Excellent written and verbal communication skills.
• Must be legally authorized to work in the country of employment without sponsorship for

Responsibilities

• Lead and supervise daily operations of a team of Customer ServiceRepresentatives, ensuring service, productivity, quality, and attendance expectations are consistently met.
• Monitor workforce performance and operational metrics, including call volume, service levels, schedule adherence, average handle time, quality scores, and take appropriate action to achieve departmental goals.
• Coach, develop, and hold employees accountable through regular feedback, one-on-one meetings, performance evaluations, and corrective action or performance improvement plans when necessary.
• Drive employee performance and accountability by establishing clear expectations, conducting performance evaluations, recognizing achievements, addressing performance concerns, and developing performance improvement plans when necessary to support employee success.
• Serve as the primary escalation point for complex customer issues, resolving concerns professionally while balancing customer satisfaction and business objectives.
• Partner with Training, Quality Assurance, Workforce Management, and Operations teams to support employee development, process improvements, and the successful implementation of business initiatives.
• Foster a positive, customer-focused culture that promotes employee engagement, continuous improvement, teamwork, accountability, and adherence to company policies and service standards.

Skills

Leadership

Coaching

Communication

Organizational skills

Multitasking

Customer service

Education

High school diploma or equivalent

Job description

Leaf Home is seeking a Customer Service Supervisor to lead and develop a team of Customer Service Coordinators, delivering an exceptional customer experience across daily operations.

You will monitor performance metrics, coach staff, and partner with cross-functional teams to improve processes, drive engagement, and uphold service standards. This role is based in Hudson, OH, and offers industry-leading compensation and benefits.