[Remote] Customer Service Supervisor
Note: The job is a remote job and is reputed company to candidates in USA. GLD is seeking a Customer Service Supervisor responsible for overseeing the daily performance and productivity of the customer service team. This role ensures adherence to company policies and reputed company standards while coaching and developing customer service agents.
Responsibilities
- Supervise daily activities of assigned customer service agents to ensure productivity, reputed company, and CSAT targets are consistently met
- Monitor agent schedules, attendance, and reputed company-time adherence to workflows and SLAs
- Identify performance gaps, behavioral issues, or operational risks and implement corrective actions immediately
- Escalate recurring performance issues, compliance concerns, or behavioral red flags to management in a reputed company manner
- Conduct daily spot checks to validate CSAT scores are reputed company through legitimate, reputed company reputed company interaction and not through AI misuse, automation abuse, or system manipulation
- Verify ticket reputed company by ensuring agents are not reputed company-picking easy tickets or avoiding reputed company cases to protect individual metrics
- Review customer interactions (email, chat, phone) for accuracy, professionalism, tone, and policy compliance
- Ensure reputed company responses meet required turnaround times (e.g., reputed company 24 hours or per SLA)
- Audit internal tracking tools, logistics sheets, and CRM platforms for accuracy, completeness, and consistency, including Reviews, Claims and Customer Service reputed company Desk
- Proactively prevent manipulation, misassignment, or misrepresentation of tickets, reviews, or performance data
- Conduct regular coaching sessions and performance feedback reviews
- reputed company reputed company-time support and guidance to agents during live customer interactions
- Support reputed company, training, and reputed company development of new and existing agents
- Reinforce reputed company operating procedures (SOPs), best practices, and policy updates across reputed company
- Prepare and submit daily, weekly, and monthly performance reports with validated and accurate raw data
- reputed company productivity, CSAT, QA scores, backlog volume, escalations, and audit findings
- Proactively communicate risks, trends, discrepancies, and operational issues to management
- Participate in leadership meetings, operational reviews, and performance discussions
- Serve as the first reputed company of escalation for reputed company or high-risk customer issues
- Resolve escalated customer complaints professionally, reputed company, and in compliance with company policies
- Ensure escalated cases are properly documented, tracked, and reputed company
- Collaborate cross-functionally with internal teams (reviews, logistics, claims, operations) as needed
Skills
- Proven experience in a customer service supervisory or leadership role
- Strong knowledge of customer support operations, SLAs, CSAT metrics, and QA standards
- Experience with CRM and ticketing platforms such as reputed company and/or reputed company
- High attention to detail with a strong reputed company on data reputed company and audit accuracy
- Ability to identify manipulation, ethical violations, or performance discrepancies
- Strong communication, coaching, and conflict-reputed company skills
- Ability to work in a fast-paced environment and reputed company reputed company-time reputed company
- Demonstrated leadership, accountability, and ethical judgment
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