Remote Customer Engagement Supervisor — AI & Human Agents

Darnel, Inc.; Georgia; Remote; USD 65,000 - 90,000; Full time

Job summary

Darnel, Inc. seeks a proactive Customer Engagement Supervisor to lead our Connect Department and oversee daily client outreach programs. You will manage both human agents and AI-powered agents, ensuring quality and alignment with client instructions.

You will review AI interactions, monitor performance, and drive improvements in conversational workflows. The role includes hiring, training, and ongoing staff coaching in a remote work setting.

Qualifications

• High school diploma or GED required.
• 3+ years in customer service or similar setting.
• Experience in a corporate office preferred.
• Strong organizational and time-management skills.
• Ability to lead and work as part of a team.
• Comfort with AI-powered tools and automation.

Responsibilities

• Oversee daily workflow of the Connect Department and drive client outcomes.
• Supervise both human agents and AI voice/text agents.
• Review AI conversations for quality and adherence to client instructions.
• Monitor AI outcomes, dispositions, and escalations.
• Mentor and coach department staff; participate in hiring and training.

Skills

Customer service

Leadership

Communication

Time management

Problem solving

AI familiarity

Education

High school diploma or GED

Tools

AI platforms

CRM software

Outlook/Office

Teams

Job description

Darnel, Inc. seeks a proactive Customer Engagement Supervisor to lead our Connect Department and oversee daily client outreach programs. You will manage both human agents and AI-powered agents, ensuring quality and alignment with client instructions.

You will review AI interactions, monitor performance, and drive improvements in conversational workflows. The role includes hiring, training, and ongoing staff coaching in a remote work setting.