Customer Support Supervisor: Lead, Coach & Elevate Service

TVH Americas; Olathe (KS); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Onsite health clinic

401(k) match up to 6%

Onsite preschool

Onsite restaurant

Onsite gym

Team events

LinkedIn Learning access

Job summary

TVH Americas in the United States seeks a USA Customer Support Supervisor to lead a domestic team of Customer Support Specialists in Olathe, KS. You will coach staff, align with Sales, and drive continuous improvement in service delivery to back our growth initiatives.

You will partner with HR for talent acquisition, manage staffing, and ensure KPIs are met while maintaining a high standard of customer care across channels.

Qualifications

• Experience: Minimum of 5 years of customer service experience; material handling, industrial equipment, or a related industry is preferred.
• Leadership: Minimum of 3 years of experience managing customer support or sales teams, with a proven track record of guiding teams to meet and exceed objectives.
• Education: Bachelor's degree from an accredited four-year college or university is preferred.
• Communication: Exceptional verbal, written, and interpersonal skills; adept at presenting information clearly across all levels of the organization and to external customers.
• Analytical Skills: Strong practical problem-solving skills with the ability to interpret data, calculate core metrics, and make decisions in a fast-paced environment.
• Travel: Ability and willingness to travel domestically (up to 10%).

Responsibilities

• Supervise, lead, and mentor a team of Customer Support Specialists.
• Drive team engagement and foster a positive culture with regular 1:1 meetings.
• Monitor inbound calls and interactions to provide coaching and KPI performance.
• Coordinate targeted training for market knowledge, product expertise, and soft skills.
• Manage daily staffing levels, time-off requests, overtime, and payroll approvals.
• Enforce departmental expectations on call volumes, response times, and etiquette.
• Create contingency plans to maintain service levels during absences.
• Escalate complex issues and collaborate with HR for talent acquisition.
• Partner with sales and IT to discuss ERP integrations.

Skills

Team leadership

Coaching

Customer service

Communication

Analytical skills

Education

Bachelor's degree

Tools

ERP systems

Job description

TVH Americas in the United States seeks a USA Customer Support Supervisor to lead a domestic team of Customer Support Specialists in Olathe, KS. You will coach staff, align with Sales, and drive continuous improvement in service delivery to back our growth initiatives.

You will partner with HR for talent acquisition, manage staffing, and ensure KPIs are met while maintaining a high standard of customer care across channels.