Supervisor Customer Care (Last Shift)

Academy Sports and Outdoors; Dallas, Northern (TX, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Academy Sports + Outdoors in Dallas is seeking a Customer Care Team Lead to guide a high-performing service group. You will recruit, onboard, coach, and develop team members while driving service quality and customer satisfaction.

Responsibilities include process improvements, payroll validation, timekeeping review, and performance tracking. You will partner with leadership to align on goals, escalate issues, and ensure adherence to company policies for a positive customer experience.

Qualifications

• Associate's degree required or equivalent years of related work experience.
• 2+ years of related experience in customer care, contact center, retail service, or people-leadership roles preferred.
• Strong written and verbal communication skills with the ability to interface effectively with internal and external stakeholders.

Responsibilities

• Lead all aspects of team member performance and development, including recruiting, onboarding, coaching, performance management, corrective action, performance evaluations, and career growth planning.
• Identify, prioritize, and implement process improvement opportunities that enhance service quality, operational efficiency, customer satisfaction, and overall department performance.
• Manage payroll validation, attendance and timekeeping review, report auditing, performance tracking, documentation, and policy compliance.
• Serve as a point of escalation for challenging customer issues, providing timely resolutions while coaching team members.
• Collaborate with Customer Care leadership to promote best practices 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.

Skills

Communication

Analytical thinking

Problem solving

Prioritization

Leadership

Cross-team collaboration

Education

Associate's degree

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.

Academy® Sports + Outdoors is one of the nation’s largest sporting goods and outdoor retailers. It’s no surprise that we not only know how to create experiences for our customers, but for our team members as well. Understanding our people and the things that matter to them the most has been at the core of the Academy® culture for over 80 years. With more than 22,000 team members, we take pride in creating a workplace environment that values hard work, commitment, and growth.