Department: Partner Operations
Reports To: Senior Manager of Partner Operations
Classification: Full-Time, Exempt
Location: Hybrid (U.S. Based) 

Position Summary 

The Customer Care Supervisor is responsible for providing exceptional service and support to customers and internal stakeholders via phone, email, Zendesk, and live chat. This role serves as the first point of contact for inquiries related to website navigation, order submissions, shipping, product information, and issue resolution. The Customer Care Supervisor will work collaboratively with cross-functional teams to ensure a seamless customer experience by accurately processing orders, returns, refunds, and exchanges while delivering timely and effective solutions. 

Ideal candidates are proactive problem solvers with strong communication skills who can handle inquiries efficiently, troubleshoot products or service issues, and maintain a positive and professional demeanor in all customer interactions. 

Key Responsibilities 

Responsible for helping and problem solving with our customers and internal stakeholders via phone, email Zendesk or chat. Inquiries will range from website assistance, order submissions, questions and issues, shipping questions, product questions.  

• Oversee the Customer Care team on performance, training, quality and the day-to-day operations of the team 
• Develop, implement and consistently execute a process to assist customers with their onboarding process for digital resources, product usage, etc. 
• Resolve customer complaints and concerns, verify account information via phone, email or live chat  
• Identify customers’ needs, clarify information, research every issue, and provide solutions. 
• Manage inbound and outbound inquiries in a timely manner  
• Guide customers through troubleshooting, navigating the company website or using the products or services  
• Assist in placing orders, processing authorized refunds, shipping returns, as needed 
• Suggest solutions with product issues  
• Identify and report on trends, possible areas of growth or improvement  
• Work with department head to ensure proper customer service is being delivered  
• Weekly reporting on Customer Care Team metrics 
• Manage performance expectations and evaluations of the Customer Care team in alignment with Senior Manager 
• Performs other related duties as assigned or requested  

Where You Shine 

• Planning/Organizing – Ability to multi-task, prioritize and manage time efficiently; detail oriented
• Strategic Mindset - Identifies and resolves problems; manages time efficiently; gathers and analyzes information; develops solutions; works well in group problem solving situations; uses reason
• Oral Communication - Speaks clearly and persuasively; listens and gets clarification when necessary; responds informatively to questions
• Written Communication - Writes clearly and concisely; able to read and interpret written information
• Must be able to detect and determine details pertaining to work performed - this position requires frequent reviewing of documents and electronic communication, and making determinations based on information received

Requirements

• High school degree or equivalent
• 5 years' experience in a Customer Care or Customer Service environment 
• Minimum 2 years in a supervisory or lead role 
• Proficient with Microsoft Outlook, Word and Excel
• Proven customer support experience or experience as a client service representative
• Strong communication skills and active listening
• Familiarity with Woo, Shipstation, Zoho and Zendesk systems and practices, preferred  
• Knowledge of Microsoft Office Suite including Outlook, Word and Excel