Customer Support Supervisor – Musely | Remote (US)

School Result; United States; Remote; USD 34,440 - 41,328; Full time

Job summary

A healthcare innovation company is seeking a Customer Support Supervisor to lead its remote support team. This role involves coaching frontline specialists, managing operational schedules, and ensuring high-quality customer interactions across various channels. Ideal candidates will have at least 2 years in a leadership role within customer support and possess strong leadership and communication skills. The position offers competitive pay of $25–$30/hour, with opportunities for career growth in a dynamic environment.

Qualifications

• 2+ years in customer support or operations in a leadership role.
• Previous supervisory or mentoring experience.
• Experience supporting customers across chat, email, or phone channels.

Responsibilities

• Lead and coach frontline support specialists.
• Monitor KPIs and develop SMART goals with agents.
• Manage agent schedules and coverage across support channels.
• Identify patterns in performance data and customer feedback.
• Support rollout of new workflows and tools.

Skills

Leadership

Performance Management

Operational Coordination

Coaching

Communication

Organizational Skills

Time Management

Tools

Zendesk

Job description

Customer Support Supervisor – Musely | Remote (US)

Musely is seeking a Customer Support Supervisor to lead and coach frontline support specialists, ensuring consistent, high-quality patient support experiences. This remote role offers $25–$30/hour and requires strong leadership, performance management, and operational coordination skills.

The successful candidate will oversee agent development, scheduling, and quality assurance while contributing to broader operational initiatives that strengthen Musely’s mission of delivering effective and affordable prescription skincare treatments.

• Job Title: Customer Support Supervisor
• Employer: Musely
• Location: Remote (US-based)
• Pay: $25–$30/hour
• Job Type: Full-Time, Contract
• Reports To: Customer Support Manager

About Musely

Musely is a pioneer in prescription skincare, enabling dermatologists and pharmacists to deliver highly effective treatments online. With its disruptive approach, Musely is reshaping the $100B US and $500B global skincare, HRT, and longevity industries by making science-backed treatments accessible and affordable.

Key Responsibilities

People Leadership & Performance Development

• Conduct regular 1:1 coaching sessions with agents
• Monitor KPIs (AHT, FCR, CSAT) and coach accordingly
• Develop SMART goals with agents and hold them accountable
• Provide structured feedback on resolution quality and workflows
• Inspire and motivate team members while reinforcing accountability

Quality Assurance & Customer Experience

• Review customer interactions across email, chat, and phone
• Evaluate resolution accuracy, empathy, tone, and adherence to workflowsAddress unsatisfied CSAT feedback promptly
• Reinforce Musely’s standards for resolution-first service

Team Operations & Administration

• Manage agent schedules and coverage across support channels
• Coordinate time-off requests and communicate payroll updates to HR
• Monitor attendance and operational readiness
• Ensure accurate tracking of team activity

Process Improvement & Operational Feedback

• Identify patterns in performance data and customer feedback
• Provide insights to improve training, workflows, and support tools
• Participate in leadership discussions to address systemic issues
• Execute projects and initiatives assigned by leadership
• Communicate progress, deliverables, and timelines clearly
• Delegate responsibilities while maintaining accountability
• Support rollout of new workflows and tools

Candidate Requirements

• 2+ years in customer support or operations in a leadership role
• Previous supervisory or mentoring experience
• Experience supporting customers across chat, email, or phone channels
• Strong leadership, coaching, and communication skills
• Ability to interpret performance data and drive improvements
• Strong organizational and time management skills

Preferred:

• Familiarity with Zendesk or similar support platforms
• Experience managing schedules and operational workflows
• Competitive hourly pay ($25–$30/hour)
• Remote work flexibility
• Career growth opportunities in a fast-scaling company

Application Process

How to Apply:

• Submit your CV via Musely’s careers portal.
• Highlight your leadership, coaching, and customer support experience.
• Shortlisted candidates will be contacted for interview.