Supervisor Customer Care (Last Shift)

Academy Sports + Outdoors; Birmingham (AL); On-site; USD 55,000 - 76,000; Full time

Job summary

Academy Sports + Outdoors in the United States is seeking a Customer Care Team Leader to guide a high-performing group, focusing on coaching, performance management, and developing team members to deliver outstanding service. You will identify and drive process improvements, manage payroll validation, attendance reviews, and ensure policy compliance while handling escalations and cross-team collaboration.

Travel occasionally as needed to support business continuity and adapt to flexible

Qualifications

• Associate degree or equivalent work experience required.
• 2+ years of related experience required.
• Experience in customer care, contact centers, or service leadership preferred.

Responsibilities

• Lead team performance, onboarding, coaching, and career growth.
• Identify and implement process improvements to enhance service quality.
• Manage payroll validation, attendance, timekeeping, audits, and policy compliance.
• Escalate customer issues and coach team members for resolution.
• Collaborate with leadership to drive cross-team initiatives.
• Respond to customer inquiries through multiple channels.
• Understand and enforce Academy policies and safety rules.
• Perform other duties as assigned.

Skills

Team leadership

Coaching and performance management

Communication skills

Customer service mindset

Process improvement

Cross-functional collaboration

Problem solving

Time management

Education

Associate’s degree in a relevant field or equivalent experience

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!

Education

• Associate’s degree in a relevant field of study or equivalent years of related work experience required.

Work Experience

• 2+ years of related experience required.

• Customer care, contact center, retail service, or people‑leadership experience preferred.

Skills

• Strong written and verbal communication skills, with the ability to interface effectively with individuals both internally and externally.

• Maintains 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.

Responsibilities

• Lead all aspects of team member performance and development, including recruiting, onboarding, coaching, performance management, corrective action, performance evaluations, and career growth planning, while fostering an engaged and accountable team culture.

• Identify, prioritize, and implement process improvement opportunities that enhance service quality, operational efficiency, customer satisfaction, and overall department performance.

• Manage administrative functions for the team, including payroll validation, attendance and timekeeping review, report auditing, performance tracking, documentation, and compliance with company policies and procedures.

• Serve as a point of escalation for challenging customer issues, providing timely and accurate resolutions while coaching team members and identifying opportunities to improve the customer experience.

• Partner with Customer Care leadership and peers to advance business initiatives, align on shared goals, promote best practices, and foster collaboration, accountability, and continuous improvement across the organization.

• Respond to customer inquiries through multiple channels as needed.

• Develop a thorough understanding of Academy policies, procedures, and safety rules.

• Duties may change; team member may be required to perform other duties as assigned.

Physical Requirements & Attendance

• Acceptable level of hearing and vision to perform job duties.

• Regular attendance is required.

• Travel occasionally as needed to support business continuity.

• Reliable monitors and broadband internet connection may be required based on location.

• Adhere to company work hours, policies, procedures, and rules governing professional staff behavior.

• Embrace flexible scheduling as needed to support business needs, including early mornings, nights, evenings, weekends, and holidays.

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.