Customer Service Supervisor | E-Commerce

Catch Creation is a global eCommerce company focused on creating and managing online brands. They are seeking a Customer Service Supervisor to lead their customer support team, ensuring exceptional service and operational efficiency.

Responsibilities:

• Supervise Customer Service Agents handling phone, email, and other customer support channels
• Monitor real-time queues and redistribute workloads to maintain service levels
• Ensure adequate staffing coverage throughout each shift
• Monitor agent adherence to schedules, breaks, and availability
• Assist with shift planning and short-term staffing adjustments when necessary
• Provide real-time guidance and support during challenging customer interactions
• Conduct regular call, email, and ticket quality reviews
• Deliver coaching, accountability sessions and actionable feedback to improve agent performance, productivity, and customer satisfaction
• Support the onboarding, training, and mentoring of new Customer Service Agents
• Foster a positive, accountable, and collaborative team environment
• Ensure agents consistently follow company policies and standard operating procedures
• Maintain adherence to brand voice, communication standards, and customer experience expectations
• Ensure compliance with data privacy and security requirements
• Identify recurring customer issues, process gaps, or policy concerns and escalate them to management
• Resolve complex customer complaints and high-priority escalations
• Make customer recovery decisions, including goodwill gestures, within approved authority limits
• Partner with other departments when cross-functional support is required
• Monitor daily operational metrics, including productivity, quality, response times, and customer satisfaction
• Provide regular updates to the Customer Service Manager on team performance, emerging risks, and operational trends
• Recommend practical improvements to workflows, tools, and customer support processes

Requirements:

• Minimum 3 years of experience in a Customer Service Supervisor, Team Lead, Manager or similar leadership role
• At least 5 years of customer service experience, preferably in an e-commerce environment
• Strong experience managing agents handling phone, email, and other ticket-based support
• Demonstrated ability to coach, mentor, and develop high-performing customer service teams
• Excellent verbal and written English communication skills
• Strong conflict resolution and customer de-escalation skills
• Experience conducting quality assurance reviews and delivering performance feedback
• Ability to monitor real-time queues and make staffing decisions based on service demand
• Strong organizational and time management skills with the ability to prioritize multiple tasks
• Comfortable working with KPIs such as Cost Efficiency, Service Level, Productivity, Customer Satisfaction (CSAT), First Response Time (FRT), Refunds and Quality metrics
• Analytical mindset with the ability to identify trends and recommend process improvements
• Proficient in customer service platforms, CRM systems, and productivity tools
• Self-motivated, dependable, and capable of working independently in a remote environment
• Willing to work Eastern Standard Time (EST)