Customer Solutions Supervisor — 24/7 Support Leader

Nuco2 Inc.; Town of Florida (NY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental and vision insurance

401(k) matching

Paid time off

Tuition reimbursement

Professional development

Job summary

NuCO2 Inc. is seeking a Customer Solutions Supervisor (CSS) to lead a team of Specialists delivering exceptional customer support in a fast-paced, 24/7 environment. The CSS ensures quality, schedule adherence, and continuous improvement while coaching and supporting team members.

The role requires strong communication, decisive problem-solving, and cross-functional collaboration to resolve high-visibility issues and maintain service levels. Evening and weekend availability is required.

Qualifications

• 5+ years total relevant experience in customer service or operations.
• 3+ years in a customer service role (contact center preferred).
• 2+ years in a supervisor or manager role leading teams of 10+.
• Proficient in Windows-based systems; familiar with Microsoft Outlook and Teams.
• Able to type 35+ WPM; able to read and comprehend process docs and job aids.

Responsibilities

• Monitor queue activity, workload distribution, and team productivity to meet service levels.
• Provide real-time support to Specialists via MS Teams or escalation calls.
• Serve as SME for complex cases, negotiations, and de‑escalation.
• Primary escalation point for issues beyond Specialists’ scope.
• Authorize and process credits or adjustments within authority limits.
• Process payments and remove AR holds once issues are resolved.

Skills

Customer service

Supervisory leadership

MS Teams

Outlook

Windows-based systems

Typing 35+ WPM

Education

High School Diploma or GED

Tools

MS Teams

Outlook

Windows

Job description

NuCO2 Inc. is seeking a Customer Solutions Supervisor (CSS) to lead a team of Specialists delivering exceptional customer support in a fast-paced, 24/7 environment. The CSS ensures quality, schedule adherence, and continuous improvement while coaching and supporting team members.

The role requires strong communication, decisive problem-solving, and cross-functional collaboration to resolve high-visibility issues and maintain service levels. Evening and weekend availability is required.