customer support supervisor

Consonus Pharmacy

<div>Overview:
<div>
Pharmacy Tech - Customer Support Supervisor</div><div></div><div> 
Consonus Pharmacy in Milwaukie, OR is hiring a Support Center Supervisor to join our team. 
 
Consonus Pharmacy is a closed-door long-term care pharmacy specializing in the needs of Nursing Facility and Assisted Living patients and their caregivers. We are looking for a goal-oriented, dedicated Supervisor who can coach and motivate Support Center technicians as they field calls from customers. The Support Center Supervisor will participate in hiring employees and assist in the training process, ensuring that every technician is well prepared for their calls. They will continue to support technicians after training by monitoring their progress, ensuring that they understand and meet expectations, by answering their questions, and by providing them with ongoing coaching opportunities and inspiration. The Support Center Supervisor should be analytical, supportive, and prepared to act as a resource to technicians. 
 
To succeed as a Support Center Supervisor, you should be focused on helping your team build the necessary skills and knowledge to better support customers. You should have the ability to instill a sense of company culture and departmental ownership, thriving in a fast paced environment. This is a full-time position located in our Milwaukie Pharmacy location. Hours and days of the position vary and qualified candidates should be able to work day shifts, and some weekends and evenings as Manager on Duty. 
 
Support Center Supervisor Responsibilities:</div><ul><li>
Assist in department workflow by taking routine customer calls</li><li>
Participate in hiring, training, and preparing Support Center representatives to respond to customer questions and complaints and to troubleshoot problems.</li><li>
Ensure technicians understand and comply with Support Center performance standards, organizational objectives and policies, and regulatory requirements.</li><li>
Identify operational issues and suggest possible improvements to manager; then participate in developing and implementing process improvements and standard work in collaboration with other pharmacy leadership and teams.</li><li>
Monitor, evaluate and document technician performance, providing learning or coaching opportunities, and take timely corrective action, if necessary.</li><li>
Prepare reports and analyze data to assist management with determining Support Center goals.</li><li>
Work with other supervisors and management team members to support technicians&rsquo; workflow and maximize customer satisfaction, including timely review and response to CAR reports.</li><li>
Execute scheduling and shift planning based on workflow and manage payroll through an HRIS</li><li>
Maintain communication with the Central Operations manager, attending weekly meetings and completing other assignments per the needs of the department.</li><li>
Lead/coordinate routine stand-up and training/Kaizen meetings for both on and offsite technicians</li><li>
Perform other duties as assigned.</li></ul>
Qualifications:
<ul><li>Current Pharmacy Technician Licensure in applicabe state required</li><li>
High School Diploma or equivalent. More education, especially in management, is preferred.</li><li>
Support Center/customer service experience required.
</li><li>Supervisory experience of 5+ staff preferred.</li><li>
Proficiency with technology, especially computers, software applications, and phone systems. Framework, Docutrack, Five9 experience preferred.</li><li>
Exceptional verbal and written communication skills.</li><li>
Ability to coach, train, and motivate employees and evaluate their performance.</li><li>
Excellent problem solving, leadership, and customer service skills.</li><li>
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.</li></ul>
EEO Statement:
<div>
&ldquo;Be here. Be you.&rdquo; 
For more than 30 years, Marquis Companies and Consonus Healthcare have been serving seniors and welcoming staff of all backgrounds, skills, and perspectives. The Marquis family of companies offer a rich heritage of embracing differences and honoring individuality. We&rsquo;ve continued to grow in our appreciation of diversity in the workplace. We know it builds strength, drives innovation, and brings valuable new perspectives and energy. 
 
We&rsquo;re committed to making our workforce an even greater reflection of the people and communities we serve, and we are honored our employees have chosen to work at Marquis and Consonus. Everything we do as a company is driven by our mission to help those we serve, and each other, live the best rest of our lives. 
 
That means you being you &ndash; without apology or compromise. We value your every uniqueness and continue to curate, nurture, and sustain an inclusive culture. It&rsquo;s the foundation of who we are and the evolution of our collective future.</div></div>

Customer Support Supervisor

Aura

<div><div>Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.

Come build with us!</div>
About the Role:

The Call Center Supervisor assists senior leadership by overseeing day-to-day operations and management of Customer Care staff and Call Center functions. This role is remote, but you must be based in the greater San Antonio, TX area (within 50 miles of city center).

Day to Day:
<ul>
<li>Perform billing &amp; credit research to resolve customer inquiries
</li>
<li>Conduct customer credit request reviews and approvals
</li>
<li>Act as liaison between Service Center and clients and between Service Center and other departments
</li>
<li>Analyze daily call result reports, update spreadsheets, and provide statistics to Service Center staff and management
</li>
<li>Coach agents on work performance and other work issues
</li>
<li>Monthly monitoring of team to ensure quality standards
</li>
<li>Develop, coach and reinforce training
</li>
<li>Facilitate departmental Team meetings
</li>
<li>Handle and resolve escalated customer issues and calls when necessary
</li>
<li>Maintain up-to-date technical proficiency in all systems essential for the assigned supervisory team
</li>
<li>Attend Inter-Departmental Meetings and report back
</li>
<li>Ability to set clear expectations (goals/tracking)
</li>
<li>Facilitate career pathing discussions with team members to support professional growth
</li>
<li>Generate innovative ideas to drive business growth and efficiency
</li>
</ul>What you bring to the table:
<ul>
<li>2-3 years prior customer service experience, preferably in a Call Center environment
</li>
<li>Demonstrated experience driving metric results for yourself and a team
</li>
<li>Excellent verbal &amp; written communication skills with attention to detail and the ability to relay complex information in a digestible format to others.
</li>
<li>Ability to comprehend complex instructions, correspondence, and regulations
</li>
<li>Ability to interpret and leverage data to identify trends and drive strategic improvement
</li>
<li>Proven ability to juggle multiple tasks and seamlessly adjust to changing priorities and schedules
</li>
<li>Ability to handle emotional and high-stress calls with empathy, remaining patient and calm to understand the caller's reason for the call and respond appropriately
</li>
<li>Working knowledge of internal CRM's and Salesforce
</li>
<li>Applies strong business acumen, active listening, and creative problem-solving to effectively resolve issues
</li>
<li>Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality
</li>
</ul>It would be great if you also had:
<ul>
<li>Bachelor's degree (preferred)
</li>
<li>Proficiency in Microsoft and Google Suite
</li>
<li>Commitment to excellence and consistent high performance
</li>
<li>Likes to work hard, have fun, laugh, and be a part of a winning team
</li>
</ul>Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $55,000-60,000 but may vary depending on job-related knowledge, skills, experience and location.<div>
Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.

Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.

Important privacy information for United States based job applicants can be found here.</div></div>

LED Lighting

About UsEnvision LED Lighting is a fast-growing company delivering innovative LED lighting solutions to commercial, industrial, and residential customers across North America. Our customers include contractors, distributors, and ecommerce buyers who rely on our team for responsive service and knowledgeable product support.We are looking for a Customer Experience Supervisor to lead a team responsible for assisting customers through phone, email, and chat support channels. This is a technical support and customer service leadership role, not a sales or warehouse position.Position OverviewThe Customer Experience Supervisor leads a team providing technical support, order assistance, and issue resolution for customers in a fast-paced B2B and B2C ecommerce environment.The role focuses on team leadership, customer escalations, and process management, including returns, warranty claims, and troubleshooting product issues. The supervisor ensures the team delivers exceptional service experiences while using NetSuite as a CRM/ERP system.Key Responsibilities<ul><li>Lead, coach, and develop a Customer Support Team handling phone, email, and chat inquiries</li><li>Manage customer escalations and complex technical issues, including troubleshooting LED lighting systems</li><li>Oversee returns, warranty claims, and order-related inquiries with a focus on timely, accurate resolution</li><li>Monitor team performance and customer service metrics such as CSAT, response time, and resolution time</li><li>Provide ongoing coaching and training to strengthen service skills and technical product knowledge</li><li>Conduct team huddles, training sessions, and knowledge-sharing initiatives</li><li>Maintain and improve support documentation, SOPs, and internal knowledge base articles</li><li>Collaborate with internal teams (sales, product, operations) to resolve customer issues and improve processes</li><li>Ensure NetSuite ERP/CRM system is used efficiently for customer support tasks and record-keeping</li><li>Foster a positive, customer-focused culture focused on empathy, problem-solving, and continuous improvement</li></ul>Qualifications<ul><li>5+ years of experience in customer service or technical customer support</li><li>5+ years in a supervisory or team leadership role managing support staff In Person setting</li><li>Experience managing phone, email, and chat support channels</li><li>Knowledge of B2B and B2C ecommerce support environments</li><li>Hands-on experience with returns, warranty claims, and order issue resolution</li><li>Experience using NetSuite ERP/CRM or similar systems</li><li>Strong communication, coaching, and problem-solving skills</li><li>Bilingual English/Spanish is a plus</li><li>Ability to understand and clearly communicate technical product details</li></ul>Why You&rsquo;ll Love Working Here<ul><li>Competitive pay starting at $70,000/year DOE</li><li>Health, dental, and vision insurance</li><li>401(k) plan</li><li>Career growth and leadership development opportunities</li><li>Collaborative, inclusive, and supportive work environment</li></ul>Equal Opportunity Employer:<ul><li>Envision LED Lighting celebrates diversity and is committed to creating an inclusive environment. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, or veteran status.</li></ul>Pay: From $70,000.00 per yearBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Life insurance</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>Which customer support channels have you managed in a supervisory role? (</li><li>Do you have experience providing technical support for products or troubleshooting customer issues?</li><li>Have you supervised or handled returns, warranty claims, or order issue resolutions in a previous role?</li><li>Which additional languages are you comfortable using for professional communication?</li><li>Do you have experience supervising a customer support team onsite (not fully remote)?How many team members and for how long?</li><li>What phone support systems and ticketing platforms are you familiar with?</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Ability to Commute:<ul><li>Commerce, CA 90040 (Required)</li></ul>Work Location: In person

Customer Experience Supervisor

Northwest Bank

<div>NY0705 NY Region Business Office 
Job Description
The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team.
The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.
Essential Functions<ul><li>Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills</li><li>Provide real time management support within the Contact Center.</li><li>Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner</li><li>Conduct weekly/ bi-weekly coaching sessions and monthly team meetings with team members designed to enhance their skills.</li><li>Complete quality reviews of written payoffs processed by the team.</li><li>Regularly reviews team members performance ensuring proper management of service levels and other performance standards are being met.</li><li>Contribute to the setting of goals and targets for the Contact Center.</li><li>Complete monthly call monitoring for all types of interactions to ensure consistency and compliance standards are met.</li><li>Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational, employee and customer improvement.</li><li>Provide real time management support within the Contact Center</li><li>Ensure all Contact Center Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner</li><li>Respond to and resolve employee matters expressed by team members</li><li>Provide on-the-floor support to Contact Center Specialists</li><li>Take escalated customer calls</li><li>Identify and resolve complex customer service issues impacting the Contact Center or clientscomplex customer service issues impacting the Contact Center or clients</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their Contact Center Specialists</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their teams are met</li><li>Ensure reduction of errors and minimize losses</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul>
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
Bachelor's Degree in Business, Finance or related subject or equivalent experience preferred
Work Experience
2 - 6 years Supervisory experience preferred or 3-5 years Customer service, contact center or relevant experience preferred
1 year banking experience preferred or 1 year technical background preferred
General Supervisory/Manager Knowledge, Skills, and Abilities<ul><li>Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches</li><li>Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest&rsquo;s strategic plans</li><li>Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion</li><li>Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning</li><li>Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience</li><li>Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information</li><li>Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required</li><li>Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters</li></ul>
Additional Knowledge, Skills and Abilities
Leadership and coaching techniques to build high performing teams
Knowledge of regulatory and compliance issues / standards
Knowledge of all technology and support systems
Knowledge of telephone operating system
The pay range for this position is generally $63,300 - $75,000 per year. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available. 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Contact Center Supervisor

SpaceX

<div>
 SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.
 
 
 
 SUPERVISOR, STARLINK CUSTOMER SUPPORT - WEEKEND SHIFT
 
 
 
 Starlink is revolutionizing internet connectivity by providing high-speed, low-latency satellite internet to even the most remote and rural locations worldwide. Whether you're streaming, gaming, or working remotely, Starlink ensures a seamless online experience where traditional internet services fall short. Perfect for areas with unreliable or unavailable connectivity, Starlink is your gateway to the digital world.
 
 
 We are seeking a dynamic and experienced Supervisor to lead within the Customer Support team. The ideal candidate is a strong effective leader with a talent for problem-solving and a passion for delivering exceptional customer service. As a Starlink Customer Support Supervisor, you'll empower and motivate your team, ensuring they are aligned with our organizational values and committed to providing outstanding customer experiences. This role requires a strategic thinker who can drive process improvements and cultivate a culture of excellence.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Supervise and lead a team of customer support agents, providing excellent coaching, training, and performance evaluations
 </li>
 <li>
 Own development of direct reports to enhance employee skills and career growth, assuring alignment with organizational goals and objectives
 </li>
 <li>
 Establish clear performance expectations and accountability measures for team members, ensuring consistent follow-up and feedback to drive individual and team success
 </li>
 <li>
 Lead by setting an example, taking and giving feedback within all levels of the organization, and motivating others to achieve the highest level of results
 </li>
 <li>
 Monitor customer interactions to ensure quality service and adherence to company policies and procedures
 </li>
 <li>
 Handle escalated customer issues and complaints, providing resolution and maintaining customer satisfaction
 </li>
 <li>
 Identify opportunities for process improvements and implement changes to enhance efficiency and customer experience
 </li>
 <li>
 Collaborate with other departments to streamline processes and improve service delivery
 </li>
 <li>
 Analyze customer support metrics and prepare reports on team performance, customer satisfaction, and service levels
 </li>
 <li>
 Use data to root cause, identify trends and develop action plans to address them
 </li>
 <li>
 Actively listen and incorporate the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements
 </li>
 <li>
 Serve as a liaison between the customer support team and other departments, ensuring clear communication and collaboration
 </li>
 <li>
 Keep the team informed of updates, changes, and new policies. You manage the change and communication of the change
 </li>
 <li>
 Deliver training programs to enhance the skills and knowledge of the customer support team
 </li>
 <li>
 Foster a positive and motivating team environment
 
 
 </li>
 </ul>
 
 Basic Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree; or 4+ years of professional experience in a customer service or customer success function in lieu of a degree
 </li>
 <li>
 2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 1+ years of SpaceX customer support operations experience as a lead
 
 
 </li>
 </ul>
 
 Preferred Skills And Experience
 
 
 
 <ul>
 <li>
 2+ years in synchronous (phone/chat/instant messaging) customer support operations
 </li>
 <li>
 Proven ability to lead and develop a team through effective coaching, development, feedback, and performance management
 </li>
 <li>
 Strong problem-solving skills and the ability to make quick, effective decisions
 </li>
 <li>
 Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
 </li>
 <li>
 Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms)
 </li>
 <li>
 Lean/6-Sigma/Kaizan experience (Green/Black Belt certifications)
 </li>
 <li>
 Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay
 </li>
 <li>
 Ability to quickly learn and apply new technologies
 </li>
 <li>
 Excellent written and verbal communication skills
 </li>
 <li>
 Strong attention to detail and organizational skills
 
 
 </li>
 </ul>
 
 Additional Requirements
 
 
 
 <ul>
 <li>
 Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines
 </li>
 <li>
 This is NOT a remote position and would require relocation if not local to the Hawthorne, CA area
 </li>
 <li>
 Must be available for the following shift:
 </li>
 <ul>
 <li>
 Shift Delta: Fri - Mon 6:00AM - 4:30PM
 </li>
 <li>
 Shift Echo: Fri - Mon 1:30PM - 12:00AM
 
 </li>
 </ul>
 </ul>
 
 Compensation And Benefits
 
 
 
 Pay range:
 
 
 Supervisor, Starlink Customer Support: $95,000.00 - $115,000.00/per year
 
 
 Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.
 
 
 Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.
 
 
 
 Itar Requirements
 
 
 
 <ul>
 <li>
 To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C.
 </li>
 <li>
 1157, or (iv) Asylee under 8 U.S.C.
 </li>
 <li>
 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
 
 
 </li>
 </ul>
 SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
 
 
 Applicants wishing to view a copy of SpaceX&rsquo;s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to EEOCompliance@spacex.com
 
 .
 
</div>

Supervisor, Starlink Customer Support - Weekend Shift

Atoske Holding Company

<div><div>General Summary
The Call Center Supervisor plays a vital role in ensuring efficient daily operations, exceptional customer service, and continuous team development within the call center. This position combines leadership, analytical thinking, and hands-on problem‑solving to help the call center meet performance goals while fostering a positive and productive work environment.
Principal Duties and Responsibilities<ul><li>
Work with employees to establish goals, action plans and timelines.</li><li>
Organize workflow and ensure that employees understand their duties.</li><li>
Be a model for direction and development for each employee.</li><li>
Support changes and add further clarification where necessary.</li><li>
Monitor employee productivity and provide constructive feedback and coaching.</li><li>
Maintain professional and technical knowledge by attending educational workshops when necessary.</li><li>
Be an advocate for the employee.</li></ul>
Qualifications<ul><li>
High School diploma or equivalent</li><li>
3+ years of experience in a customer support/contact center environment preferred</li><li>
Ability to multitask in a fast‑paced environment, manage schedules</li></ul> 
PRIVACY AND CONFIDENTIALITY ARE REQUIRED AND STRICTLY ENFORCED &ndash; APPLICANTS WILL BE REQUIRED TO SIGN A PRIVACY AND CONFIDENTIALITY STATEMENT. 
***ALL NEW HIRES ARE SUBJECT TO PRE-EMPLOYMENT DRUG SCREENING &amp; BACKGROUND CHECKS. APPLICANTS WITH POSITIVE DRUG SCREEN RESULTS AND/OR NEGATIVE BACKGROUND CHECKS WILL NOT BE CONSIDERED FOR EMPLOYMENT. APPLICANTS MUST MEET THE MINIMUM REQUIREMENTS TO APPLY FOR THE POSITION. 
Interested Candidates should submit a completed application and resume :
Plain Green, LLC
93 Mack Road; PO Box 270
Box Elder, MT 59521</div></div>

Call Center Supervisor

<div>
 SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.
 
 
 
 SUPERVISOR, STARLINK CUSTOMER SUPPORT - MULTIPLE SHIFTS
 
 
 
 Starlink is revolutionizing internet connectivity by providing high-speed, low-latency satellite internet to even the most remote and rural locations worldwide. Whether you're streaming, gaming, or working remotely, Starlink ensures a seamless online experience where traditional internet services fall short. Perfect for areas with unreliable or unavailable connectivity, Starlink is your gateway to the digital world.
 
 
 We are seeking a dynamic and experienced Supervisor to lead within the Customer Support team. The ideal candidate is a strong effective leader with a talent for problem-solving and a passion for delivering exceptional customer service. As a Starlink Customer Support Supervisor, you'll empower and motivate your team, ensuring they are aligned with our organizational values and committed to providing outstanding customer experiences. This role requires a strategic thinker who can drive process improvements and cultivate a culture of excellence.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Supervise and lead a team of customer support agents, providing excellent coaching, training, and performance evaluations
 </li>
 <li>
 Own development of direct reports to enhance employee skills and career growth, assuring alignment with organizational goals and objectives
 </li>
 <li>
 Establish clear performance expectations and accountability measures for team members, ensuring consistent follow-up and feedback to drive individual and team success
 </li>
 <li>
 Lead by setting an example, taking and giving feedback within all levels of the organization, and motivating others to achieve the highest level of results
 </li>
 <li>
 Monitor customer interactions to ensure quality service and adherence to company policies and procedures
 </li>
 <li>
 Handle escalated customer issues and complaints, providing resolution and maintaining customer satisfaction
 </li>
 <li>
 Identify opportunities for process improvements and implement changes to enhance efficiency and customer experience
 </li>
 <li>
 Collaborate with other departments to streamline processes and improve service delivery
 </li>
 <li>
 Analyze customer support metrics and prepare reports on team performance, customer satisfaction, and service levels
 </li>
 <li>
 Use data to root cause, identify trends and develop action plans to address them
 </li>
 <li>
 Actively listen and incorporate the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements
 </li>
 <li>
 Serve as a liaison between the customer support team and other departments, ensuring clear communication and collaboration
 </li>
 <li>
 Keep the team informed of updates, changes, and new policies. You manage the change and communication of the change
 </li>
 <li>
 Deliver training programs to enhance the skills and knowledge of the customer support team
 </li>
 <li>
 Foster a positive and motivating team environment
 
 
 </li>
 </ul>
 
 Basic Qualifications
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree; or 4+ years of professional experience in a customer service or customer success function in lieu of a degree
 </li>
 <li>
 2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 1+ years of SpaceX customer support operations experience as a lead
 
 
 </li>
 </ul>
 
 Preferred Skills And Experience
 
 
 
 <ul>
 <li>
 2+ years in synchronous (phone/chat/instant messaging) customer support operations
 </li>
 <li>
 Proven ability to lead and develop a team through effective coaching, development, feedback, and performance management
 </li>
 <li>
 Strong problem-solving skills and the ability to make quick, effective decisions
 </li>
 <li>
 Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
 </li>
 <li>
 Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms)
 </li>
 <li>
 Lean/6-Sigma/Kaizan experience (Green/Black Belt certifications)
 </li>
 <li>
 Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay
 </li>
 <li>
 Ability to quickly learn and apply new technologies
 </li>
 <li>
 Excellent written and verbal communication skills
 </li>
 <li>
 Strong attention to detail and organizational skills
 
 
 </li>
 </ul>
 
 Additional Requirements
 
 
 
 <ul>
 <li>
 Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines
 </li>
 <li>
 This is NOT a remote position and would require relocation if not local to the Hawthorne, CA area
 </li>
 <li>
 Must be available for one of the following shifts:
 </li>
 <ul>
 <li>
 Shift Alpha: Sun - Thurs 10:00PM - 8:30AM
 </li>
 <li>
 Shift Delta: Fri - Mon 6:00AM - 4:30PM
 </li>
 <li>
 Shift Echo: Fri - Mon 1:30PM - 12:00AM
 
 </li>
 </ul>
 </ul>
 
 Compensation And Benefits
 
 
 
 Pay range:
 
 
 Supervisor, Starlink Customer Support: $95,000.00 - $115,000.00/per year
 
 
 Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.
 
 
 Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Employees accrue paid sick leave pursuant to Company policy which satisfies or exceeds the accrual, carryover, and use requirements of the law.
 
 
 
 Itar Requirements
 
 
 
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 To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C.
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 1157, or (iv) Asylee under 8 U.S.C.
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 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
 
 
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 SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
 
 
 Applicants wishing to view a copy of SpaceX&rsquo;s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to EEOCompliance@spacex.com
 
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Supervisor, Starlink Customer Support - Multiple Shifts

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