Customer Support Team Lead - Real-Time Impact

FALL CREEK FARM & NURSERY; Clearwater (FL); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Paid time off

Job summary

Trulieve in Clearwater, FL is seeking a Customer Support Supervisor to lead a team of Senior Customer Support Representatives, ensuring day-to-day performance and service standards. You will coach, monitor, and develop staff, handle escalations, and collaborate with internal partners to improve processes.

The role requires 1-2+ years of call center leadership and a commitment to delivering a high-quality customer experience.

Qualifications

• 1–2+ years of experience leading teams and managing operational processes within a call center environment.
• Bilingual Spanish is a plus.
• Ability to pass a background check and work fulltime in a fast-paced environment.

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.

Skills

Team leadership

Coaching

Performance management

Real-time monitoring

Call center operations

Spanish

Job description

Trulieve in Clearwater, FL is seeking a Customer Support Supervisor to lead a team of Senior Customer Support Representatives, ensuring day-to-day performance and service standards. You will coach, monitor, and develop staff, handle escalations, and collaborate with internal partners to improve processes.

The role requires 1-2+ years of call center leadership and a commitment to delivering a high-quality customer experience.