Job Description

Position Overview
The Customer Care Supervisor leads a support team dedicated to delivering exceptional customer experience. This role serves as the primary escalation point for complex issues, ensuring customers receive timely, accurate, and empathetic solutions. The supervisor empowers the team to resolve problems effectively, strengthening the relationship to our customers, and ensuring both customers and employees feel supported, valued, and heard.
Key Responsibilities
Team Leadership & Coaching:

• Provide hands-on guidance, daily direction, and real-time coaching to customer care representatives in a supervisory role.
• Foster a positive, collaborative, solution-oriented environment that encourages continuous growth, learning, and accountability.
• Monitor team performance using KPIs (response times, resolution rates, customer satisfaction).
• Conduct regular one-on-one check-ins and team meetings to address challenges, share insights, and align goals.
• Support healthy team dynamics by resolving internal conflicts constructively and fairly.

Customer Escalation & Support:

• Act as the trusted escalation point for customer concerns and unresolved issues.
• Strengthen customer confidence and foster trust through consistent, transparent updates that clearly outline progress and next steps.
• Approach every escalation with professionalism, empathy, and a commitment to finding the best possible solution.
• Troubleshoot issues thoroughly and promptly, ensuring root causes are identified and counter measures are addressed.
• Communicate clearly and proactively with customers throughout the resolution process.
• Advocate for customer needs across the organization, ensuring their voice informs product and process improvements.
• Be willing to travel when needed to support in-person customer meetings or host customers on-site at PSP.

Strategic & Operational Direction

• Align team objectives with company goals to ensure customer care contributes to overall success.
• Identify process gaps and implement improvements that enhance customer experience.
• Collaborate closely with cross-functional teams (Sales, Production, Operations, etc.) to resolve systemic issues.

• Use data and customer feedback to guide decision-making and drive continuous improvement.

Qualifications:

• Proven experience in customer service leadership or supervisory roles.
• Strong communication skills--clear, empathetic, and solution-focused.
• Demonstrated success managing escalations, resolving conflicts, and guiding customers through complex issues.
• Analytical mindset with experience using metrics to drive performance.
• Ability to balance team leadership with customer advocacy.
• Proficiency with customer service platforms, ticketing systems, and reporting tools.
• Familiar with various applications (not limited to the following):

• Dynamic AX
• Microsoft (Outlook, Teams, Excel)
• Zoho Desk
• Ideagen Quality Management
• Concur

Success Metrics:

• Resolution Efficiency: Reduced time-to-resolution for escalated cases.
• Customer Satisfaction: Improved communication and customer relationships.
• Team Engagement: Higher employee satisfaction, stronger performance, and reduced turnover.
• Process Optimization: Documented improvements to workflows, troubleshooting procedures, and customer communication.
• Cross-Functional Impact: Positive feedback from partner teams on collaboration and issue resolution.

Ideal Candidate Traits:

• Calm, confident, and steady under pressure--able to de-escalate challenging situations with ease.
• Empathetic leader who supports their team while maintaining high standards of accountability.
• Natural problem solver who can quickly assess issues, identify root causes, and guide others to solutions.
• Strategic thinker who balances daily operational needs with long-term service improvements.
• Strong relationship builder who earns trust from customers and colleagues.

Skills Required