Customer Service Supervisor

Monsey, NY

$75,000–$95,000 | Full‑Time

Overview

Our client is seeking a Customer Service Supervisor who can run a tight, efficient, high‑volume department. This person needs thick skin, strong leadership instincts, and the ability to stay calm and decisive even when things get loud, messy, or urgent. You’ll manage a team of five reps, set the tone, and make sure customers get top‑tier service every single day.

Responsibilities

• Team Leadership — Manage, mentor, and motivate a team of 5 customer service reps
• Escalation Handling — Take ownership of tough calls, upset customers, and high‑pressure situations
• Workflow Management — Oversee daily operations, assign tasks, and ensure smooth coverage
• Training & Development — Coach reps, run refreshers, and maintain performance standards
• Quality Control — Review calls, emails, and tickets to ensure consistency and professionalism
• Reporting — Track KPIs, team performance, and customer satisfaction metrics
• Cross‑Department Collaboration — Work with operations, sales, and management to resolve issues quickly
• Process Improvement — Identify bottlenecks and recommend better systems or workflows

Qualifications

• Leadership Experience — Prior team lead or supervisor experience strongly preferred
• Thick Skin — Able to handle pressure, conflict, and demanding customers
• Communication Skills — Clear, confident, and steady under stress
• Organization — Skilled at managing people, tasks, and shifting priorities
• Tech Proficiency — Comfortable with CRM systems, ticketing platforms, and Microsoft Office
• Strong problem‑solving and decision‑making abilities
• Experience in a fast‑paced environment