Customer Solutions Supervisor

Nuco2 Inc.; Florida; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with match

Paid time off

Tuition reimbursement

Employee discounts

Professional development

Job summary

NuCO2 is seeking a Customer Solutions Supervisor in Florida to lead a team of Specialists in a 24/7 Customer Support Center. The role focuses on delivering exceptional support, coaching, real-time guidance, and escalating issues as needed.

Ideal candidates are strong communicators, decisive, and adept at problem solving in a fast-paced environment. Evening and weekend availability is required, with a competitive benefits package.

Qualifications

• High School Diploma or GED required.
• 5+ years total relevant experience, including: 3+ years in customer service (contact center preferred)
• 2+ years in a supervisor or manager role leading teams of 10+
• Familiar with Microsoft Outlook and Teams
• Able to type 35+ WPM

Responsibilities

• Monitor queue activity, workload distribution, and team productivity to ensure service levels are consistently achieved.
• Provide real-time support to Specialists at their desks, via MS Teams, or by accepting escalation calls.
• Serve as a subject matter expert for complex cases, troubleshooting, customer negotiations, and de-escalation tactics.
• Act as the primary escalation point for issues beyond the scope of Specialists.
• Authorize and process credits or adjustments within established authority limits.
• Process payments and remove AR holds once issues are resolved.
• Observe associate interactions to identify coaching opportunities.
• Audit case notes and call recordings to ensure quality and process adherence.
• Assist with inbound queue coverage during peak periods.
• Generate or approve delivery and service escalations.
• Partner cross-functionally to expedite urgent resolutions.
• Maintain adherence to policies, procedures, and compliance requirements.

Skills

Customer service

Supervisor experience

Coaching

Decision making

Communication skills

Conflict de-escalation

Education

High School Diploma or GED

Tools

MS Outlook

MS Teams

Job description

Description

Overview

NuCO2 is the leading national provider of beverage‑grade carbon dioxide, draught beer‑grade nitrogen, and beverage‑gas safety solutions. The Customer Solutions Supervisor (CSS) leads a team of Specialists responsible for delivering exceptional customer support, resolving complex issues, and maintaining high service standards. This role drives operational execution and productivity of their assigned team by ensuring quality standards, process compliance, schedule adherence, and accountability to measurable objectives are consistently administered. The CSS provides daily coaching, real‑time support, and operational oversight to ensure team members feel supported and engaged. The CSS partners closely with their peers to ensure departmental service levels are achieved. The Supervisor manages high‑visibility escalations, partners cross‑functionally to resolve customer concerns, and drives continuous improvement across the team. Successful candidates are strong communicators, confident decision makers, and skilled problem solvers who thrive in a fast‑paced, customer‑focused environment. This role is based in our 24/7 Customer Support Center; evening and weekend availability is required.

Essential Duties and Responsibilities

• Monitor queue activity, workload distribution, and team productivity to ensure service levels are consistently achieved and to prevent aging cases
• Provide real‑time support to Specialists at their desks, via MS Teams, or by accepting escalation calls
• Serve as a subject matter expert for complex cases, troubleshooting, customer negotiations, and de‑escalation tactics
• Act as the primary escalation point for issues beyond the scope of Specialists
• Authorize and process credits or adjustments within established authority limits
• Process payments and remove AR holds once issues are resolved
• Observe associate interactions to identify and address coaching opportunities
• Audit case notes and call recordings to ensure quality and process adherence
• Assist with inbound queue coverage during peak periods
• Generate or approve delivery and service escalations
• Partner cross‑functionally to expedite urgent resolutions
• Ensure team members stay organized while navigating multiple platforms and documenting case details
• Deliver coaching, feedback, and support to drive individual and team improvement
• Identify process gaps or recurring issues and collaborate cross‑functionally to implement solutions
• Manage associate timecards and time‑off requests
• Report weekly, monthly, and quarterly on team performance
• Maintain adherence to all policies, procedures, and compliance requirements
• Foster a positive, collaborative team environment that promotes accountability, engagement, and continuous learning

Education & Experience

• High School Diploma or GED required
• 5+ years total relevant experience, including:
  • 3+ years in customer service (contact center preferred)
  • 2+ years in a supervisor or manager role leading teams of 10+
• Familiar with Microsoft Outlook and Teams
• Able to type 35+ WPM
• Able to read and comprehend written correspondence, process documents, training materials, and job aids

Preferred Experience

Bilingual in conversational Spanish

Success Attributes

• Leads with a safety‑first mindset
• Treats everyone with respect and courtesy
• Demonstrates integrity in all actions
• Comfortable with ambiguity and decision‑making
• Skilled in navigating conflict and difficult conversations
• Exhibits consistent and fair leadership

In exchange for your contributions to the organization, Nuco2 provides employees with a full benefit package to include medical, dental, vision and prescription, matching 401K savings, paid time off, tuition reimbursement, and much more.

NuCO2 provides competitive pay and an exceptional benefits package, including health, dental, disability, and life insurance; paid holidays and vacation; a 401(k)-retirement plan; employee discounts; and opportunities for educational and professional development. Additional compensation may vary depending on the position and organizational level. Build your future with us while making an impact every day!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.

Qualifications

Education

Required

High School or better.

Experience

Preferred

2 years:

Supervisor or managerial experience for 10+ employees

3 years:

Customer Service (Contact Center experience preferred)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.