Customer Service Supervisor (Quality Assurance Focus)

STERRY; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading growth marketing agency is seeking a Customer Service Supervisor with a focus on Quality Assurance. In this fully remote role, you will ensure exceptional service quality, drive process improvements, and support team development. Ideal candidates will have a bachelor's degree, relevant experience, and strong analytical and leadership skills.

Benefits

100% remote work

Career growth and development

Innovative and collaborative team culture

Qualifications

• 3+ years of experience in customer service or quality assurance.
• Proven track record in performance evaluation and training.
• Familiarity with CRM systems and quality assurance tools.

Responsibilities

• Monitor and evaluate customer support tickets for quality.
• Collaborate with Team Leads to improve agent performance.
• Prepare reports on quality trends and customer feedback.

Skills

Analytical Skills

Attention to Detail

Communication

Process Improvement

Leadership

Technical Proficiency

Education

Bachelor’s degree in Business or Communications

Tools

Zendesk

Salesforce

Microsoft Office

Google Suite

Job description

Job Title: Customer Service Supervisor (Quality Assurance Focus)
Location: ''Remote''
Job Type: Full-time

Who We Are:
At STERRY, we’re not your average Growth Marketing Agency—we’re the rocket fuel behind crowdfunding and e-commerce success. Since day one, we’ve helped clients pull in over $100 million in trackable online revenue. We shatter limits, supercharge brands, and turn every click into cash.

Position Overview:
The Customer Service Supervisor (Quality Assurance Focus) is responsible for ensuring the highest standards of service quality within the customer support team. This role involves monitoring, evaluating, and improving agent performance through audits, feedback, and process enhancements. The supervisor will collaborate closely with Team Leads to drive consistency, efficiency, and customer satisfaction while reducing negative feedback.

Duties and Responsibilities:
Quality Monitoring and Assessment

• Regularly review and audit customer support tickets to evaluate the quality, accuracy, tone, and consistency of agent responses.
• Identify trends in customer feedback, recurring issues, and areas for improvement in communication.

Collaboration with Team Leads (TLs)

• Work closely with Team Leads to provide timely feedback on agent performance based on ticket reviews.
• Coordinate with TLs to ensure feedback is communicated effectively to agents and performance standards are maintained.

Script and Process Improvement

• Partner with Team Leads to develop, refine, and enhance support scripts and templates, ensuring all customer responses are clear, empathetic, and consistently reflect the brand’s voice and policies.
• Propose and implement best practices to enhance the customer experience and reduce negative feedback.

Performance Insights and Reporting

• Prepare reports and summaries of common issues, quality trends, and improvement areas based on ticket audits.
• Recommend actionable strategies to improve overall service quality and customer satisfaction scores.

Training and Development Support

• Support TLs in identifying training needs based on ticket evaluations.
• Contribute to the development of quality-focused training materials and coaching plans.

Customer Feedback Reduction

• Monitor and analyze sources of negative customer feedback and coordinate corrective actions with Team Leads to address them.
• Track progress on quality improvement efforts and adjust strategies as needed.

Qualifications & Requirements:
Education & Experience:

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• 3+ years of experience in customer service, quality assurance, or a supervisory role in a contact center/support environment.
• Proven track record in performance evaluation, process improvement, or training/coaching.

Skills & Competencies:

• Analytical Skills: Ability to interpret data, identify trends, and translate findings into actionable plans.
• Attention to Detail: Strong auditing skills with a focus on consistency, compliance, and brand voice.
• Communication: Excellent written and verbal skills to deliver constructive feedback and collaborate with TLs.
• Process Improvement: Experience refining workflows, scripts, or SOPs to enhance efficiency.
• Leadership: Ability to influence and support Team Leads without direct authority over agents.
• Technical Proficiency: Familiarity with CRM systems (e.g., Zendesk, Salesforce), QA tools, and Microsoft Office/Google Suite.

Why Join STERRY?

• 100% remote--work from home.
• Growth and development within a collaborative, innovative team that celebrates big wins.
• A culture that values creativity, precision, and measurable results.

How to Apply:
Ready to unleash your inner quality champion and lead our customer experience to legendary heights? Send us your resume and a cover letter that showcases your experiences and skills!