Customer Support Supervisor: Lead, Coach & Elevate Service

Trulieve, Inc.; Clearwater (FL); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Paid time off

Job summary

Trulieve, Inc. in Clearwater, FL is seeking a Customer Support Supervisor to lead a team of Senior Customer Support Representatives, ensuring day-to-day performance and customer satisfaction.

You will coach, develop, and monitor real-time queues, collaborate with stakeholders, and drive service levels during peak periods while supporting process improvements. Ideal candidates have 1-2+ years leading teams, strong coaching skills, and the ability to manage KPIs in a fast-paced environment;

Qualifications

• 1-2+ years of experience leading teams in a call center environment.
• Bilingual in Spanish is a plus.
• Must be able to pass a level 1 and level 2 background check.
• 40+ hours weekly with flexible hours including evenings, weekends, and holidays.

Responsibilities

• Lead and coach a team of Senior Customer Support Representatives, driving performance against service, quality, and productivity metrics.
• Provide ongoing coaching, feedback, and development to improve team effectiveness and engagement.
• Monitor real-time performance and adjust team priorities to meet service level expectations.
• Manage and resolve escalations, ensuring timely and accurate resolution.
• Conduct team huddles, training sessions, and performance discussions.
• Support performance management processes, including corrective action and recognition.
• Actively support inbound calls, chats, webforms, and assist queue during peak volumes.
• Provide real-time support to Senior Representatives handling escalations or complex issues.
• Partner with the Senior Customer Support Supervisor to execute operational priorities and process improvements.
• Collaborate with internal stakeholders to resolve issues impacting customer experience.
• Support implementation of new processes, tools, and initiatives within the team.
• Participate in special projects and initiatives as assigned.

Skills

Coaching

Customer service

Performance management

KPIs & SLAs

Real-time queue monitoring

Cross-functional collaboration

Job description

Trulieve, Inc. in Clearwater, FL is seeking a Customer Support Supervisor to lead a team of Senior Customer Support Representatives, ensuring day-to-day performance and customer satisfaction.

You will coach, develop, and monitor real-time queues, collaborate with stakeholders, and drive service levels during peak periods while supporting process improvements. Ideal candidates have 1-2+ years leading teams, strong coaching skills, and the ability to manage KPIs in a fast-paced environment;