Customer Support Team Lead: Elevate CX

Trulieve; Clearwater (FL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Paid time off

Comprehensive benefits package

Job summary

Trulieve, a leading cannabis company, seeks a Customer Support Supervisor to lead a team of Senior Customer Support Representatives at the Clearwater, FL Corporate Office. You will ensure day‑to‑day performance and coach staff to uphold service standards in a fast-paced environment.

Responsibilities include monitoring real‑time metrics, handling escalations, delivering training, and partnering with other teams to improve the customer experience.

Qualifications

• 1–2+ years of experience leading teams and managing operational processes within a call center environment.
• Experience managing KPIs, service levels, and team performance metrics to drive results.
• Strong communication and collaboration across all levels of the organization.
• Able to coach teams to meet service and quality standards.
• Bilingual (Spanish) is a plus.

Responsibilities

• Lead and coach a team of Senior Customer Support Representatives, driving performance against service, quality, and productivity metrics.
• Provide ongoing coaching, feedback, and development to improve team effectiveness and engagement.
• Monitor real-time performance and adjust team priorities to meet service level expectations.
• Manage and resolve escalations, ensuring timely and accurate resolution.
• Conduct team huddles, training sessions, and performance discussions.
• Support performance management processes, including corrective action and recognition.
• Actively support inbound calls, chats, webforms, and assist queue during peak volumes.
• Provide real-time support to Senior Representatives handling escalations or complex issues.
• Partner with the Senior Customer Support Supervisor to execute operational priorities and process improvements.
• Collaborate with internal stakeholders to resolve issues impacting customer experience.

Skills

Team leadership

Coaching

Call center operations

Performance metrics

Bilingual Spanish

Job description

Trulieve, a leading cannabis company, seeks a Customer Support Supervisor to lead a team of Senior Customer Support Representatives at the Clearwater, FL Corporate Office. You will ensure day‑to‑day performance and coach staff to uphold service standards in a fast-paced environment.

Responsibilities include monitoring real‑time metrics, handling escalations, delivering training, and partnering with other teams to improve the customer experience.