Supervisor, Customer Service

Home Sweet Home; Redondo Beach (CA); On-site; USD 65,000 - 79,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Flexible schedule

Health insurance

On-the-job training

Paid time off

Parental leave

Vision insurance

Job summary

Home Sweet Home in Redondo Beach, CA is seeking a Supervisor, Customer Service to lead and develop a high-performing team of CSCs and CSSs. You will coach through real-time feedback, use data to spot opportunities, and foster a culture where people do their best work.

Reporting to the Operations Manager, you will balance people leadership with hands-on SME work, manage performance, and stay close to day-to-day tasks while driving improvements across customer interactions and processes.

Qualifications

• Experience leading or supervising a team in field service, customer experience, or operations.
• Proven track record coaching people to improve performance.
• Comfort working with metrics and data to guide decisions.
• Excellent verbal and written communication skills.
• Ability to balance people leadership with hands-on work.
• Collaborative mindset across teams.

Responsibilities

• Lead and develop a team of CSCs and CSSs through regular 1:1s and performance conversations.
• Deliver clear, actionable feedback to drive growth.
• Build a positive, accountable team culture rooted in collaboration and high performance.
• Identify high-potential team members and support their path forward.
• Lead and engage a hybrid team, adapting coaching and communication for both in-office and remote employees.
• Monitor productivity and quality metrics, using data to guide coaching and decision making.
• Prepare and present performance reports to the Operations Manager.
• Collaborate cross-functionally with Network Management, CRM, and Accounting teams.

Skills

Team leadership

Coaching

Data-driven decisions

Strong communication

Cross-functional collaboration

Hands-on leadership

Job description

About Us

At Home Sweet Home, we help people navigate one of life’s biggest transitions — moving into a new home. Our team of Customer Service Coordinators (CSCs) and Customer Service Specialists (CSSs) works directly with transferees and channel partners to make relocation as smooth as possible. We’re looking for a Supervisor, Customer Service who’s ready to lead, coach, and grow a high‑performing team.

About the Role

As Supervisor, Customer Service, you’ll be the driving force behind your team’s performance and development. This isn’t just a role about keeping the trains running — it’s about building people up. You’ll coach individuals through real‑time feedback, use data to spot opportunities before they become problems, and create a team culture where people want to do their best work.

You’ll report to the Operations Manager and split your time between people leadership, performance management, and staying close to the day‑to‑day work as a hands‑on subject matter expert.

What You’ll Do

Lead & Develop Your Team

• Coach, mentor, and develop a team of CSCs and CSSs through regular 1:1s and performance conversations
• Deliver clear, actionable feedback - both recognition and correction - to drive growth
• Build a positive, accountable team culture rooted in collaboration and high performance
• Identify high-potential team members and support their path forward
• Lead and engage a hybrid team, adapting your coaching and communication style for both on-office and remote employees

Manage Performance & Productivity

• Monitor key productivity and quality metrics, using data to guide coaching and decision making
• Set workload rotation and manage daily assignments across the team
• Ensure consistent process adherence, addressing gaps as they arise
• Prepare and present performance reports to the Operations Manager
• Implement corrective action plans when needed and track progress

Stay Connected to the Work

• Serve as the first point of contact for escalations
• Maintain a personal file load and stay hands‑on as the subject matter expert on CSC/CSS work
• Collaborate cross‑functionally with Network Management, CRM, and Accounting teams

What You Bring

• Experience leading or supervising a team in a field service, customer experience or operations environment
• A track record of coaching people to improve performance and grow in their roles
• Comfort working with metrics and data to guide decisions
• Strong communication skills
• Ability to balance people leadership with hands on operational work
• A collaborative mindset and experience working across teams

Why Home Sweet Home

We’re a team that cares about doing right by the people we serve and the people we work with. If you’re energized by developing others and using data to drive real improvement, we’d love to hear from you.

Job Type: Full-time

Salary starting at $72,000 + bonus

Expected hours: 40 per week, M-F

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance

Work Location: Hybrid in Redondo Beach, CA 90277

Learn more about us at unpackme.com