Supervisor Customer Care (1pm-10pm CST) - Work At Home (TX, OK, AL, GA Applications Only)

Academy Sports + Outdoors; Katy (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Academy Sports + Outdoors in Katy, TX is seeking a Customer Care Team Leader. You will run day-to-day operations, guide recruiting, onboarding, coaching, performance reviews, and policy compliance to deliver timely, accurate customer support.

You will collaborate across teams to improve service practices, support business initiatives, and develop a culture of accountability. In-office role with occasional travel and flexible scheduling.

Qualifications

• Associate's degree in a relevant field of study or equivalent years of related work experience.
• 2+ years of related experience required
• Customer care, contact center, retail service, or people-leadership experience preferred
• Strong written and verbal communication skills, with the ability to interface effectively with individuals both internally and externally

Responsibilities

• Lead the day-to-day work of a Customer Care team and drive timely, accurate support.
• Coach with clarity and build accountability to grow the team while keeping the customer at the center.
• Oversee recruiting, onboarding, coaching, performance management, and policy compliance; respond to escalations across channels.

Skills

Coaching

Leadership

Performance management

Process improvement

Time & attendance

Team building

Communication

Education

Associate's degree in a relevant field

Job description

Who We Are

At Academy Sports + Outdoors our vision is to be the best sports + outdoors retailer in the country — but what truly sets us apart is our people. We’re a passionate, purpose-driven team that’s as committed to each other as we are to our customers.

We’ve spent over 80 years building a culture that puts people first. We believe in creating opportunities for growth, fostering meaningful connections, and supporting every Team Member’s journey. What fuels us? Our belief in the power of fun.

Here, you won’t just help customers gear up for their next adventure — you’ll launch one of your own. Whether you're starting out or leveling up, Academy is a place where fun can’t lose!

What You Will Work On

In this role, you lead the day-to-day work of a Customer Care team and help create an experience where customers receive timely, accurate support. Your leadership shapes team member performance, customer satisfaction, service quality, and operational excellence. By coaching with clarity and building accountability, you help the team grow while keeping the customer perspective at the center of decisions.

Day to day, you guide recruiting, onboarding, coaching, performance management, corrective action, evaluations, and career growth planning. You identify and implement process improvements, oversee payroll validation, attendance and timekeeping review, report auditing, performance tracking, documentation, and policy compliance, and resolve escalated customer issues. You also respond to customer inquiries through multiple channels as needed, support business initiatives, promote best practices, and build a thorough understanding of Academy policies, procedures, and safety rules.

Who You Will Work With

Working closely with Customer Care leaders and peers, you align on shared goals and help move business initiatives forward. You collaborate across teams to strengthen service practices, improve department performance, and support a culture of accountability and continuous improvement.

You also work directly with team members throughout their employment journey, from recruiting and onboarding through coaching, performance conversations, and career growth planning. When complex customer concerns arise, you serve as an escalation point while using each situation as an opportunity to support the customer and develop the team.

What You Bring

Bring your energy, your ideas, and your love for sports and the outdoors.

• Associate's degree in a relevant field of study or equivalent years of related work experience required
• 2+ years of related experience required
• Customer care, contact center, retail service, or people-leadership experience preferred
• Strong written and verbal communication skills, with the ability to interface effectively with individuals both internally and externally
• Ability to maintain the customer's perspective as a driving force behind activities and decision‑making
• Strong analytical, problem‑solving, and creative thinking skills
• Ability to effectively prioritize workload in a fast‑paced, frequently changing environment while remaining detailed and organized
• Self‑motivated and able to work independently while contributing to a collaborative leadership team
• Ability to build partnerships, influence outcomes, and work across teams to achieve shared goals and drive positive organizational impact
• A team‑first attitude; while your core duties are your priority, you're happy to step in wherever you're needed

Work Style And Physical Requirements

• Occasional travel as needed to support business continuity
• Reliable monitors and broadband internet connection may be required based on location
• Flexible scheduling as needed to support business needs, including early mornings, nights, evenings, weekends, and holidays
• Regular in‑office attendance is required
• Acceptable level of hearing and vision to perform job duties
• Ability to adhere to company policies and professional standards

Key Skills

Coaching and Developing Others, Performance Management, Process Improvement, Customer Recovery, Administrative Compliance, Time & Attendance, Team Building and Leadership

Equal Employment Opportunity

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.