Customer Solutions Team Lead – 24/7 Support

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

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.