Customer Support Supervisor – Team Coaching and Quality

GradeBuzz; Austintown (OH); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Paid annual leave

Remote or hybrid work options

Career development opportunities

Access to tools and knowledge bases

Job summary

GradeBuzz is seeking a Customer Support Supervisor – Team Coaching and Quality to lead and develop a high-performing support team. You will coach agents, monitor service quality, handle escalations, and partner with product and operations to enhance the customer experience.

The role emphasizes leadership, analytics, and coaching with responsibilities spanning QA, performance management, and cross-functional collaboration. Remote, hybrid, or on-site work options are available.

Qualifications

• Bachelor’s degree or equivalent in business, management, communications, or related field.
• Proven experience in customer support leadership and team coaching.
• Strong knowledge of QA processes and performance metrics.
• Excellent communication, conflict resolution, and coaching skills.
• Ability to design development plans and coach toward goals.
• Familiarity with CRM platforms and support tooling.

Responsibilities

• Lead daily customer support activities and ensure tasks are completed efficiently.
• Coach representatives, set clear objectives, and monitor performance.
• Oversee quality assurance across channels and maintain evaluation records.
• Manage escalations, investigate issues, and coordinate with other departments.
• Track KPIs, prepare performance summaries, and drive improvement plans.
• Collaborate cross-functionally to improve workflows and documentation.
• Mentor new hires and foster a supportive, performance-driven culture.

Skills

Leadership

Coaching

Customer service

Quality assurance

Conflict resolution

Performance management

Organization

Communication

Education

Bachelor's degree in Business Administration, Management, Communications, or related field

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

Job Summary

GradeBuzz is seeking a motivated, customer-focused, and experienced Customer Support Supervisor – Team Coaching and Quality to lead customer support operations, strengthen team performance, and maintain high standards of customer service. This role is ideal for a professional who enjoys mentoring people, resolving complex customer issues, improving service quality, and building a supportive, performance-driven team culture.

The successful candidate will oversee daily customer support activities, monitor service quality, coach customer support representatives, and ensure that customer enquiries are handled accurately, professionally, and efficiently. The supervisor will serve as a key connection between frontline support employees, management, and other departments to ensure consistent service delivery and a positive customer experience.

The role requires a combination of leadership, communication, analytical thinking, problem-solving, and quality management skills. The ideal candidate will be comfortable reviewing performance metrics, conducting coaching sessions, identifying knowledge gaps, and implementing practical improvements that help the team achieve its objectives.

At GradeBuzz, the Customer Support Supervisor will help create an environment where employees feel supported, customers receive timely assistance, and continuous improvement remains a priority.

Position: Customer Support Supervisor – Team Coaching and Quality
Company: GradeBuzz
Department: Customer Support and Customer Experience
Employment Type: Full-Time
Work Arrangement: Remote, hybrid, or on-site, depending on company requirements
Experience Level: Mid-level to senior supervisory role

Key Responsibilities

Team Leadership and Supervision

• Supervise the daily activities of customer support representatives and ensure that assigned tasks are completed efficiently.
• Set clear team objectives, performance expectations, service standards, and individual responsibilities.
• Monitor workload distribution, queue management, response times, and case resolution progress.
• Motivate team members to maintain high productivity, professionalism, and customer satisfaction.
• Conduct regular team meetings to communicate updates, share best practices, discuss challenges, and review performance.
• Support new employees throughout onboarding and help them understand company procedures, service expectations, and customer communication standards.
• Encourage collaboration, accountability, knowledge sharing, and a positive working environment.

Team Coaching and Employee Development

• Conduct regular one-to-one coaching sessions to review employee performance and identify development opportunities.
• Provide constructive feedback on communication, problem-solving, customer handling, and case management.
• Develop individual coaching plans based on performance reviews, quality assessments, and employee learning needs.
• Identify recurring knowledge gaps and coordinate training sessions to improve team capabilities.
• Mentor employees in handling difficult conversations, managing customer expectations, and resolving escalated issues.
• Recognize strong performance and encourage employees to develop their professional skills.
• Track coaching outcomes and assess whether improvement plans are producing measurable results.
• Help employees build confidence, improve customer interactions, and consistently meet service expectations.

Customer Support Quality Assurance

• Monitor customer interactions across applicable channels, including email, live chat, phone, and support tickets.
• Evaluate interactions against established quality standards, service guidelines, and customer communication requirements.
• Review the accuracy, clarity, tone, completeness, and professionalism of customer responses.
• Identify recurring service issues, process weaknesses, and opportunities to improve the customer experience.
• Maintain quality assessment records and prepare reports highlighting performance trends and improvement priorities.
• Work with team members to correct errors, strengthen product knowledge, and improve first-contact resolution.
• Help maintain consistent support standards across all customer communication channels.
• Recommend updates to quality checklists, evaluation criteria, templates, and internal procedures when necessary.

Customer Escalation Management

• Handle complex, sensitive, or unresolved customer complaints escalated by frontline support representatives.
• Investigate customer concerns, review case histories, and coordinate with relevant departments to identify appropriate solutions.
• Communicate clearly with customers regarding resolution steps, expected timelines, and available options.
• Ensure that escalated cases are managed professionally and within established service-level agreements.
• Identify recurring complaints and communicate underlying causes to the appropriate teams.
• Support employees in managing challenging customer interactions while maintaining a calm and respectful approach.
• Follow up on significant cases to confirm that appropriate action has been taken.

Performance Monitoring and Reporting

• Track key performance indicators (KPIs), including customer satisfaction, response times, resolution rates, quality scores, and productivity.
• Review individual and team performance reports to identify trends, risks, and improvement opportunities.
• Prepare regular performance summaries for customer support management.
• Use performance data to prioritize coaching, training, and operational improvements.
• Monitor adherence to service-level agreements (SLAs) and internal service standards.
• Establish practical action plans for employees or teams that are not meeting performance expectations.
• Present recommendations to management based on customer feedback, quality reviews, and operational data.

Process Improvement and Cross-Functional Collaboration

• Collaborate with product, operations, technical support, and other relevant departments to resolve recurring customer issues.
• Recommend improvements to workflows, escalation procedures, support documentation, and customer communication templates.
• Maintain accurate support procedures, frequently asked questions, knowledge‑base articles, and training resources.
• Identify opportunities to reduce repeat enquiries, improve resolution efficiency, and simplify customer support processes.
• Support the introduction of new tools, systems, and service procedures.
• Ensure that customer feedback is communicated to relevant stakeholders and considered in service improvement initiatives.

Compliance and Professional Standards

• Ensure that team members follow company policies, customer communication guidelines, and applicable data protection requirements.
• Promote accurate documentation and responsible handling of customer information.
• Maintain confidentiality when reviewing customer cases and employee performance records.
• Encourage fair, respectful, and inclusive communication with customers and colleagues.
• Escalate operational risks, compliance concerns, and serious service issues through appropriate channels.

Required Skills and Qualifications

Educational Qualifications

A bachelors degree in Business Administration, Management, Communications, Customer Experience, or a related field is preferred.

Equivalent professional experience

Equivalent professional experience in customer support, contact centre operations, quality assurance, or team leadership may be considered.

Additional training or certifications

Additional training or certifications in customer service, quality management, leadership, or coaching are advantageous.

Essential Skills

• Leadership and team management: Ability to guide, motivate, and support a customer support team.
• Coaching and mentoring: Skill in providing constructive feedback and helping employees improve their performance.
• Communication: Excellent written and verbal communication skills, with the ability to communicate clearly with customers, employees, and management.
• Quality assurance: Ability to evaluate customer interactions objectively and identify opportunities for improvement.
• Problem‑solving: Strong analytical skills and the ability to investigate complex customer issues.
• Conflict resolution: Confidence in handling complaints, sensitive situations, and escalated cases professionally.
• Performance management: Ability to interpret KPIs, identify performance gaps, and implement improvement plans.
• Organization: Strong time management, prioritization, documentation, and workload coordination skills.
• Customer focus: Commitment to delivering helpful, reliable, and consistent customer experiences.
• Adaptability: Willingness to respond effectively to changing priorities, new tools, and evolving customer needs.

Technical Skills

• Familiarity with customer relationship management (CRM) platforms and customer support ticketing systems.
• Proficiency with spreadsheets, email, online collaboration tools, and reporting dashboards.
• Ability to interpret quality scorecards, customer feedback, and performance reports.
• Familiarity with customer support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, or comparable tools is beneficial.
• Understanding of knowledge‑base systems, customer service workflows, and escalation management processes.
• Ability to learn new software, document procedures, and train team members on support tools.

Experience

• Typically, 3–5 years of experience in customer service, customer support, contact centre operations, or a related customer‑facing role is preferred.
• At least 1–2 years of experience supervising, mentoring, coaching, or leading a team is desirable.
• Previous experience in quality assurance, customer interaction reviews, performance monitoring, or employee development is an advantage.
• Demonstrated experience handling customer escalations and resolving complex service issues.
• Experience tracking KPIs, preparing performance reports, and implementing improvement initiatives.
• Familiarity with customer support ticketing systems and CRM platforms.
• Experience working in remote or distributed teams is beneficial for remote positions.
• Candidates with strong coaching abilities, relevant customer service experience, and a willingness to grow into a supervisory role may also be considered, depending on the companys hiring requirements.

Working Hours

• Employment schedule: Full-time, subject to the companys operational requirements.
• Typical working hours: Approximately 40 hours per week, depending on the employment arrangement and applicable local regulations.
• Shift availability: Candidates may be required to work morning, evening, weekend, or rotating shifts to support customers across different time zones.
• Breaks and leave: Meal breaks, rest periods, holidays, and other leave will follow company policy and applicable employment laws.
• Remote work: If the position is offered remotely, employees must maintain a reliable internet connection, a suitable working environment, and availability during agreed working hours.
• Team coordination: The supervisor may need to attend team meetings, coaching sessions, quality reviews, and operational briefings.
• The final working schedule, time zone, shift rotation, and work arrangement will be confirmed by GradeBuzz during the recruitment process.

Knowledge, Skills and Abilities

Knowledge

• Understanding of customer support principles and customer experience management.
• Knowledge of quality assurance methods and customer interaction evaluation.
• Understanding of service‑level agreements, escalation procedures, and customer complaint handling.
• Familiarity with employee coaching, performance management, and training techniques.
• Awareness of customer data confidentiality and responsible information handling.
• Understanding of support reporting, operational metrics, and continuous improvement practices.

Skills

• Ability to assess customer interactions and provide clear, actionable feedback.
• Strong interpersonal skills for building trust with team members and stakeholders.
• Ability to manage competing priorities while maintaining service quality.
• Confidence in presenting performance results and improvement recommendations.
• Skill in identifying root causes and developing practical solutions.
• Ability to document processes and communicate procedures effectively.
• Proficiency in using digital collaboration tools and customer support software.

Abilities

• Ability to lead a team toward shared service and performance objectives.
• Ability to remain calm and make sound decisions under pressure.
• Ability to motivate employees while maintaining accountability and fairness.
• Ability to identify training needs and support measurable employee development.
• Ability to recognize patterns in customer feedback and recommend preventive action.
• Ability to adapt coaching approaches to different experience levels and learning styles.
• Ability to balance customer satisfaction, operational efficiency, and company policies.
• Ability to work independently while collaborating effectively with other departments.

Benefits

Subject to the employment contract, location, and company policy, potential benefits may include:

• Competitive salary based on qualifications, experience, and supervisory responsibilities.
• Performance‑based incentives or bonuses, where offered.
• Paid annual leave and applicable public holidays.
• Statutory benefits and other eligible employment benefits.
• Structured onboarding and ongoing professional development.
• Opportunities to develop leadership, coaching, and quality management expertise.
• Access to customer support tools, training resources, and team knowledge bases.
• Opportunities to contribute ideas and influence customer service improvements.
• Potential remote or hybrid working arrangements, depending on role availability.
• Career development opportunities within customer support, quality assurance, training, and customer experience management.
• A collaborative work environment that encourages continuous learning and professional growth.
• Specific benefits, compensation, eligibility criteria, and remote‑work arrangements should be confirmed in the official GradeBuzz job offer. No particular benefit should be assumed to be guaranteed unless stated by the employer.

Why Join GradeBuzz?

Joining GradeBuzz as a Customer Support Supervisor offers an opportunity to combine people leadership with customer experience improvement. This position is suited to professionals who want to make a meaningful contribution to service quality while helping colleagues develop their skills and confidence.

Make a measurable impact: Your coaching and quality assurance efforts can help improve customer satisfaction, service consistency, and operational performance.

Develop your leadership career: The role provides opportunities to strengthen supervisory, mentoring, performance management, and decision‑making capabilities.

Promote a culture of continuous improvement: You will help identify service gaps, improve internal processes, and encourage employees to learn from customer feedback.

Support employee success: Through regular feedback, recognition, and individual development plans, you can help team members reach their full potential.

Work collaboratively: The position involves working with different teams to solve customer problems, improve workflows, and strengthen the overall support experience.

Build transferable professional skills: Experience in quality management, customer operations, analytics, and team coaching can support future career progression into customer experience management, support operations, training, or quality leadership.

GradeBuzz is an opportunity for a customer‑focused professional who values accountability, teamwork, clear communication, and practical problem‑solving. The successful candidate will help establish consistent support standards and contribute to a more effective, responsive customer service operation.