Customer Support Supervisor: Lead & Elevate Service Team

TVH Group; Olathe, Northern (KS, KY); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Onsite health clinic

401(k) match up to 6%

Onsite preschool

Onsite restaurant

Onsite gym

Team events

Job summary

TVH USA is seeking a Customer Support Supervisor in Olathe, KS to lead a domestic team of Customer Support Specialists and partner with the Customer Services Manager on policies and staffing to drive service excellence.

You will coach staff, monitor KPI performance, coordinate targeted training, and collaborate with HR and IT to discuss ERP integrations while ensuring top-notch customer care and operational efficiency.

Qualifications

• Minimum of 5 years of customer service experience; material handling, industrial equipment, or related industry preferred.
• Minimum of 3 years of experience managing customer support or sales teams with a track record of meeting objectives.
• Bachelor’s degree from an accredited four-year college or university preferred.
• Exceptional verbal, written, and interpersonal skills; ability to present information clearly at all levels.
• Strong problem-solving skills with data interpretation and decision-making in a fast-paced environment.
• Highly organized, team-oriented, and self-motivated with professionalism and confidentiality.
• Travel domestically up to 10%.

Responsibilities

• Lead, coach, and mentor a team of Customer Support Specialists.
• Drive team engagement and maintain a positive culture with regular 1:1 meetings and recognition.
• Monitor inbound calls and interactions to ensure peak KPI performance and coaching.
• Identify performance gaps and coordinate targeted training on knowledge, product, and soft skills.
• Manage daily staffing, time-off requests, overtime, and payroll approvals.
• Set and enforce expectations for call volume, response times, emails, etiquette, and time management.
• Escalate complex issues and collaborate with HR for talent acquisition; plan ERP integrations with IT and sales leadership.

Skills

Team leadership

Coaching

Workforce management

KPI monitoring

Training & development

ERP integration planning

Communication

Education

Bachelor's degree

Tools

ERP systems

Job description

TVH USA is seeking a Customer Support Supervisor in Olathe, KS to lead a domestic team of Customer Support Specialists and partner with the Customer Services Manager on policies and staffing to drive service excellence.

You will coach staff, monitor KPI performance, coordinate targeted training, and collaborate with HR and IT to discuss ERP integrations while ensuring top-notch customer care and operational efficiency.