Customer Support Team Lead & Quality Coach

Macenvelopes; Jacksonville, Northern (FL, KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Mac Papers + Packaging in Jacksonville, FL is seeking a Supervisor, Customer Support, to lead the day-to-day operations of the Customer Service Department and oversee the workload, quality, and KPIs.

You will coach a team of Customer Support Specialists and Account Managers, conduct reviews, handle escalations, partner with HR on performance actions, and drive process improvements to deliver world-class service.

Qualifications

• High school diploma or GED required.
• 2+ years’ customer support experience.
• 2+ years’ experience as Customer Support Supervisor preferred.
• Familiarity with CRM systems and practices.

Responsibilities

• Oversee daily operations of the Customer Service Department.
• Coach a team of Customer Support Specialists and Account Managers.
• Track Call Center KPIs and report performance metrics.
• Address customer complaints and escalate as needed.
• Conduct annual performance reviews and coordinate with HR.
• Coordinate cross-functional communication and process improvements.

Skills

CRM systems

Customer service leadership

Communication skills

Team coordination

English proficiency

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Mac Papers + Packaging in Jacksonville, FL is seeking a Supervisor, Customer Support, to lead the day-to-day operations of the Customer Service Department and oversee the workload, quality, and KPIs.

You will coach a team of Customer Support Specialists and Account Managers, conduct reviews, handle escalations, partner with HR on performance actions, and drive process improvements to deliver world-class service.