GCS Executive Customer Care Supervisor

What You'll Do:

• Lead, mentor, and coach a high-performing team of customer care representatives to consistently exceed service and performance targets. 
• Monitor and analyze team metrics, including customer satisfaction (CSAT), service-level agreements (SLAs), and contact quality, implementing improvement initiatives as needed. 
• Resolve escalated customer issues (executive level) with a focus on timely resolution and customer satisfaction. 
• Partner with cross-functional teams to optimize processes, drive operational efficiency, and enhance the overall customer journey. 
• Maintain accurate and up-to-date records of customer interactions, feedback, and resolutions in the company CRM system. 
• Conduct regular team meetings to communicate objectives, share insights, and reinforce performance expectations. 
• Foster a culture of accountability, collaboration, and continuous development within the customer care organization. 
• Support agent growth through structured coaching, personalized feedback, goal setting, and professional development planning. 
• Additional duties as assigned. 

Who You Are:

• Adaptability & Agility: Manages a specialized team operating across multiple high sensitivity verticals — legal, executive escalations, social care, media, and government relations — by quickly reprioritizing workloads, reallocating resources, and adjusting response strategies as case urgency, public visibility, or regulatory timelines shift. Maintains team stability and performance quality even when handling simultaneous, competing, high-stakes situations. 
• Customer-First Focus: Ensures all cases—regardless of complexity or sensitivity—are handled with consistency, urgency, and care, balancing compliance requirements with a strong focus on customer outcomes.
• Data-Driven Decision Making & Problem Solving: Analyzes cases trends, escalation patterns, and performance metrics to identify risks, close gaps, and drive proactive improvements, while keeping leadership informed.
• Effective Communication: Leads a team that produces high-stakes written and verbal communications — including legal responses, executive correspondence, public social replies, media statements, and government submissions. Sets clear quality standards, reviews critical outputs, and ensures every communication is accurate, on-brand, compliant, and appropriately calibrated for its audience and channel.
• Openness & Willingness to Learn: Stays current on regulatory, policy, and platform changes, strengthening team capability through ongoing training, knowledge-sharing, and process updates.
• People-First Leadership: Fosters a supportive, high-trust environment by prioritizing team well-being, workload balance, and development, enabling strong performance in high pressure situations.

What You've Done:

• 3+ years of experience in customer service or a related field. 
• 1+ years of supervisory or leadership experience in customer service. 
• Strong verbal and written communication skills. 
• Proficiency in Microsoft Office and CRM systems. 
• Ability to multitask, prioritize, and perform in a performance-driven culture. 
• Certifications or formal training in customer service or leadership development are a plus. 

What We Offer:

• Accelerated Growth Environment: An environment designed for swift skill and knowledge enhancement, where you have the autonomy to lead experiments and tests on a massive scale.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.