Customer Support Supervisor

The Window Experts

Houston (TX)

On-site

USD 45,000 - 55,000

Full time

14 days+

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Job summary

A leading home improvement company in Houston is seeking an Engagement Team Supervisor to oversee their remote engagement team. This mid-senior level position requires strong leadership and communication skills, as well as expertise in managing customer interactions. Join a team that values excellence and collaboration, with a competitive salary and benefits.

Qualifications

Experience leading a team in call center or customer service environments.
Strong communication and organizational skills.
Familiarity with the Houston market.

Responsibilities

Supervise and coach a remote engagement team.
Monitor performance metrics and drive KPIs.
Collaborate to improve systems and service.

Skills

Communication

Leadership

Organizational skills

Tech skills

Tools

SharpSpring

Hatch

Text Request

Google Suite

Job description

This range is provided by The Window Experts. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$45,000.00/yr - $55,000.00/yr

Are you a strong communicator with a heart for leadership and a head for systems? Do you thrive on helping people grow while making processes better? If so, we want to talk.

At Houston Window Experts, we believe in the power of character, chemistry, and competency. We’re known for delivering the most delightful home improvement experience you’ve ever had, and we’re looking for a full-time Engagement Team Supervisor to help us raise the bar even higher.

About the Role:

The Engagement Team Supervisor leads and manages our remote engagement team—those friendly, high-performing specialists who handle incoming calls, website inquiries, and text messages from prospective customers. You’ll oversee day-to-day operations, drive performance, develop your team, and ensure a smooth and professional handoff to our sales team.

Key Responsibilities:

Supervise and coach a team of part-time and full-time Remote Engagement Specialists
Answer the phone and be a point of contact for prospective customers calling in or reaching out through our website and texting platforms.
Monitor performance metrics (response time, booking rates, lead quality) and drive team KPIs
Provide regular feedback and training to improve service and conversion
Ensure leads are properly qualified, tracked, and handed off via our CRM
Manage scheduling processes and maintain alignment with our sales and marketing calendar
Collaborate with the call center and leadership team to improve systems and service
Identify trends, solve problems, and create scalable processes

Qualifications:

Previous experience leading a team (call center, inside sales, or customer service)
A passion for coaching people and helping them reach their potential
Excellent communication skills, attention to detail, and follow-through
Strong organizational and tech skills (SharpSpring, Hatch, Text Request, Google Suite)
Familiarity with the Houston market and surrounding areas
Ability to work independently and in coordination with cross-functional teams
High level of character, chemistry, and competency.

Pay:

$45,000 - $55,000 per year with benefits

Join our team and be part of a community that values excellence and collaboration!

Seniority level