Customer Service Supervisor - Lead, Coach & Optimize CX

Mintex Tech Inc.; Chicago (IL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

401(k)

Health Insurance

Accrued Paid Time Off

Employee Discounts

Performance Incentives

Job summary

Mintex Tech Inc. is seeking a Customer Service Supervisor to lead in-office and remote teams, drive performance, and maintain high service standards. The role oversees daily call center operations, coaching, and strategic oversight to improve customer outcomes.

The ideal candidate will have strong leadership, communication, and analytical skills, with experience in CRM/reporting tools and a commitment to continuous improvement in a fast-paced environment.

Qualifications

• High school diploma or equivalent required; college degree preferred.
• Minimum 2 years of supervisory or managerial experience in a call center.
• Proven ability to lead, motivate, and develop high-performing teams.
• Strong communication, problem-solving, organizational and conflict resolution skills.
• Proficiency in CRM systems, reporting tools, and Microsoft Office Suite.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Supervise daily operations of the customer service team, ensuring adherence to performance metrics and SLAs.
• Monitor and evaluate team performance, provide regular coaching and performance reviews.
• Develop and implement process improvements to enhance customer satisfaction and efficiency.
• Resolve escalated customer issues and ensure timely resolution per policies.
• Collaborate with cross-functional teams to align customer service strategies with business objectives.
• Maintain reporting on team performance, customer feedback, and service trends.
• Ensure compliance with laws, regulations and internal policies including data privacy.
• Support onboarding and training of new team members and foster a positive culture.
• Lead initiatives to improve remote and in-office productivity, engagement, and QA.
• Administer corrective action per progressive discipline process.
• Meet with upper management to provide performance analysis of department personnel.

Job description

Mintex Tech Inc. is seeking a Customer Service Supervisor to lead in-office and remote teams, drive performance, and maintain high service standards. The role oversees daily call center operations, coaching, and strategic oversight to improve customer outcomes.

The ideal candidate will have strong leadership, communication, and analytical skills, with experience in CRM/reporting tools and a commitment to continuous improvement in a fast-paced environment.