Customer Support Supervisor

Truly Good Foods; Upper Marlboro (MD); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Affordable healthcare (medical/dental/

HSA/HRA/FSA participation

Short/Long term disability

Life Insurance

Paid time off

Paid holidays

Job summary

Truly Good Foods is seeking a Customer Success Supervisor to lead a customer success team and maximize lifetime value through proactive relationship management and process improvements. You will drive escalation resolution, nurture key accounts, and partner with sales leadership to identify expansion opportunities.

The role requires 3+ years of supervisory experience and strong CRM and MS Office skills, with a focus on delivering exceptional customer experiences and growth within existing

Qualifications

• High school diploma or GED or equivalent
• 3+ years of supervisory experience
• Experience in customer success or related field
• Ability to read and interpret documents and follow procedures

Responsibilities

• Escalate complex customer issues and ensure timely resolution.
• Build strategic relationships with accounts to increase engagement and upsell opportunities.
• Lead and mentor customer success specialists; conduct quarterly performance reviews.
• Analyze team performance data and implement process improvements.
• Collaborate with supply chain, finance and marketing for seamless customer experiences.

Skills

Leadership

Customer relationship

Team coaching

Communication

Problem solving

Education

High school diploma or GED

Equivalent education/experience

Tools

CRM systems

Microsoft Office Suite

Job description

Customer Success Supervisor

Application Deadline: 23 October 2026

Department: Sales

Employment Type: Full Time

Location: DC

The Customer Success Supervisor ensures our customers not only receive exceptional service but also grow with Truly Good Foods. This role focuses on maximizing customer lifetime value through proactive relationship management, issue resolution, and process improvements that enhance the customer experience. The Supervisor leads their customer success team to deliver exceptional support, foster loyalty, and identify growth opportunities with existing accounts.

Key Responsibilities

Customer Relationship Management & Growth

• Serve as the escalation point for complex customer issues, ensuring timely resolution and identifying root causes to prevent recurrence.
• Build strategic relationships with assigned accounts to increase engagement, retention, and upsell/cross-sell opportunities.
• Monitor customer health metrics and proactively address risks to satisfaction and retention.
• Partner with sales leadership to identify expansion opportunities within existing accounts.

Team Leadership & Development

• Lead, coach, and mentor customer success specialists to exceed service, retention, and growth KPIs.
• Conduct quarterly performance reviews and provide ongoing feedback.
• Oversee onboarding and continuous training to develop team expertise in products, services, and customer growth strategies.

Operational Excellence

• Analyze team performance data, customer feedback, and process efficiency to implement continuous improvements.
• Ensure accurate and timely order processing, invoicing, and credit resolution.
• Collaborate cross-functionally with supply chain, finance and marketing to ensure seamless customer experiences.

Customer Experience Optimization

• Develop and maintain customer playbooks and order guides.
• Create processes that anticipate customer needs and deliver added value at every interaction.
• Leverage CRM automation to deliver personalized follow-ups, re-engagement campaigns, and other key touchpoints.

Skills, Knowledge and Expertise

Scope of Responsibility

• This job will have periodic access to confidential data including wages and salaries, financial statements, customer quotes, product costs, and company plans, designs, and/or programs.
• Directly supervises houly employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• This job follows standard practices and procedures and is expected to accomplish work assignments with a limited amount of supervision.

Knowledge and Skill Requirements

• Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization. Ability to read and understand English.
• Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Computer Skills: To perform this job successfully, an individual should have a knowledge of Microsoft Office Suite and CRM systems.

Education and Experience

• High school diploma or general education degree (GED); or four to five years related experience and/or training; or equivalent combination of education and experience.
• Three plus years of supervisory experience.

Physical Demands

• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to sit; use hands to feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.

Work Environment

• Work is performed in an office environment and disruptions occur infrequently.
• The noise level in the work environment is usually moderate.

Travel Required

• Once a year to attend the National Sales and Marketing Meeting. Travel by air or land

Benefits

• Affordable healthcare (medical/dental/vision)
• Opportunity to participate in the Health Savings Account (HSA), Health Reimbursement Account (HRA) and Flexible Spending Account (FSA)
• Short Term Disability Insurance paid by the company
• Basic life Insurance equals to your annual salary paid by the company
• Employee Assistance Program - paid by the company
• Long Term Disability Insurance
• The opportunity to purchase additional voluntary insurance coverage for:
• Life Insurance
• Accident
• Whole Life
• Prepaid Legal
• PTO (Paid Time Off)
• 9 Paid Holidays per year