Customer Service Supervisor (Remote)

Careerscape; United States; Remote; USD 48,000 - 72,000; Full time

Benefits offered by this job

401(k) with company match

Paid time off and holidays

Medical, dental, and vision insurance

Home office equipment stipend

Job summary

Careerscape is recruiting on behalf of our client for an entry-level Customer Service Supervisor (Remote) to lead a fully remote support team. This role offers hands-on leadership with coaching, clear growth paths, and a chance to shape the customer experience.

The day-to-day combines guiding agents with performance reviews and maintaining engagement from a distance. Ideal candidates are clear communicators who stay calm under pressure and enjoy helping others grow in a virtual environment.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 1+ years of customer service experience, ideally in a call center or support environment.
• Excellent verbal and written communication skills.
• Comfortable using CRM, ticketing, and chat support software.
• Ability to work independently and stay organized in a remote setting.
• Reliable high-speed internet and a quiet, dedicated home workspace.
• Willingness to work a schedule that covers customer support hours.

Responsibilities

• Supervise a remote team of customer service representatives and guide their daily activities.
• Monitor queue volume, response times, and service-level targets, adjusting coverage as needed.
• Handle escalated customer inquiries and resolve complaints with empathy and professionalism.
• Coach and mentor team members through regular one-on-ones and feedback sessions.
• Review calls, chats, and emails for quality and deliver constructive feedback.
• Track and report on key metrics such as CSAT, first contact resolution, and average handle time.
• Create and manage team schedules, time-off requests, and break coverage.
• Onboard and train new hires on systems, processes, and service standards.
• Identify recurring customer issues and recommend process improvements.
• Partner with other departments to resolve complex issues and share customer insights.

Skills

Excellent communication

Problem solving

Independent remote work

Education

High school diploma or equivalent

Associate or bachelor's degree preferred

Tools

CRM software

Ticketing systems

Chat support software

Job description

Careerscape is recruiting on behalf of our client, a growing organization with a customer-first culture, for an entry-level Customer Service Supervisor (Remote) to lead a fully remote support team. This is a great opportunity for a motivated customer service professional ready to step into their first leadership role, with real coaching, clear growth paths, and the chance to shape the customer experience.

The day-to-day blends hands-on support with people leadership: guiding agents through tough cases, reviewing performance metrics, and keeping the team engaged from a distance. You will thrive here if you are a clear communicator, stay calm under pressure, enjoy helping others grow, and are comfortable building team connection in a virtual environment.

COMPENSATION

The salary range for this role is $48,000 - $72,000 per year, based on experience and qualifications.

Additional compensation and benefits details will be shared during the hiring process.

Responsibilities

• Supervise a remote team of customer service representatives and guide their daily activities
• Monitor queue volume, response times, and service-level targets, adjusting coverage as needed
• Handle escalated customer inquiries and resolve complaints with empathy and professionalism
• Coach and mentor team members through regular one-on-ones and feedback sessions
• Review calls, chats, and emails for quality and deliver constructive feedback
• Track and report on key metrics such as CSAT, first contact resolution, and average handle time
• Create and manage team schedules, time-off requests, and break coverage
• Onboard and train new hires on systems, processes, and service standards
• Identify recurring customer issues and recommend process improvements
• Partner with other departments to resolve complex issues and share customer insights

Requirements

• High school diploma or equivalent required; associate or bachelor's degree preferred
• 1 or more years of customer service experience, ideally in a call center or support environment
• Prior experience as a team lead, trainer, or mentor is a plus
• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• Comfortable using CRM, ticketing, and chat support software
• Ability to work independently and stay organized in a remote setting
• Reliable high-speed internet and a quiet, dedicated home workspace
• Willingness to work a schedule that covers customer support hours
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and paid holidays
• 100% remote work with flexible home-office setup
• Home office equipment or technology stipend
• Leadership development and training programs
• Clear career advancement opportunities
• Paid parental leave
• Employee wellness and assistance programs

EQUAL OPPORTUNITY STATEMENT

Careerscape and its hiring partners are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status, or any other status protected by applicable law.