Supervisor, Customer Service

The Supervisor, Customer Service provides day‑to‑day leadership, coaching, and operational oversight for a team of Customer Service Representatives (CSRs) in a high‑volume, service‑focused environment. They ensure consistent execution of service standards across all contact channels, including phone, email, chat, and customer escalations. They manage staffing levels, attendance, scheduling, and real-time workload distribution to maintain service levels and promote positive customer experience. They serve as an escalation point for complex or sensitive issues and collaborate closely with cross‑functional teams to drive timely resolution. They support performance management, training, quality assurance, and continuous improvement initiatives.