Customer Support Supervisor: Lead, Coach & Elevate Service

Mac Papers and Packaging; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Mac Papers + Packaging is seeking a Customer Support Specialist Supervisor to coordinate the day-to-day operations of the Customer Service Department, ensuring service levels and quality. You will supervise a team of Customer Support Specialists and provide guidance, coaching, and performance feedback.

Responsibilities include monitoring KPIs, handling escalated issues, collaborating across departments, and driving process improvements to deliver world-class service to customers and the sales

Qualifications

• High school diploma or GED required.
• Minimum 2+ years in customer support; 2+ years in a supervisory role preferred.
• Strong passion for helping people and ability to stay calm under pressure.
• Experience with CRM systems and office productivity tools.
• Ability to prioritize, manage multiple tasks and communicate effectively.

Responsibilities

• Coordinate day-to-day operations of the Customer Service Department.
• Supervise the Customer Support Specialists and provide daily updates and KPI reporting.
• Coach, train and develop team on best practices and performance.
• Address and resolve customer complaints; escalate as needed.
• Lead regular team meetings and drive continuous process improvements.

Skills

Customer service

Team leadership

Communication

Problem solving

CRM systems experience

MS Office proficiency

Education

High school diploma or GED

2+ years customer support experience

2+ years customer support supervisor experience

Tools

CRM software

MS Office (Excel/Word/Outlook)

Job description

Mac Papers + Packaging is seeking a Customer Support Specialist Supervisor to coordinate the day-to-day operations of the Customer Service Department, ensuring service levels and quality. You will supervise a team of Customer Support Specialists and provide guidance, coaching, and performance feedback.

Responsibilities include monitoring KPIs, handling escalated issues, collaborating across departments, and driving process improvements to deliver world-class service to customers and the sales