Remote Customer Support Supervisor: Team Coaching & 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

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.