Hybrid Customer Care Supervisor

Posted 3 weeks ago

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About the role

  • Supervise, hire, train, and develop a team of customer care specialists, conducting regular performance reviews and fostering professional growth opportunities
  • Manage and prioritize collector inquiries and escalations to ensure timely, accurate resolutions that honor the trust collectors place in us
  • Monitor and analyze key performance indicators including response times, resolution rates, customer satisfaction scores, and service level achievement to drive continuous improvement
  • Design and implement process improvements that enhance the quality and consistency of customer care delivery at scale
  • Create and maintain support resources, documentation, and knowledge base articles that empower both collectors and team members
  • Assign work, schedule staff, and oversee daily operations to ensure adequate coverage and workflow efficiency across time zones
  • Serve as an escalation point for complex customer issues, providing clear guidance during periods of heightened demand
  • Present regular reports on team metrics, customer feedback, and operational health to inform strategic decisions
  • Lead by example and be a champion of all company policies, including safety, attendance & security

Requirements

  • You have a minimum of 2 years leading or managing teams with direct supervisory responsibility, including hiring, training, performance management, and disciplinary actions
  • You bring at least 2 years of full-time customer service experience in a service-based, business-to-consumer (B2C) environment, preferably in a call center or contact center setting
  • You've successfully designed and implemented process improvements that resulted in measurable enhancements to customer care delivery
  • You're proficient with CRM systems (Salesforce or similar) and use data-driven approaches to solve problems and make decisions
  • You possess excellent verbal and written communication skills and can effectively interact with customers, team members, and senior leadership
  • You're organized, can manage multiple priorities in fast-paced environments, and remain calm under pressure
  • You have a customer service orientation with strong empathy for collectors and commitment to delivering exceptional experiences
  • You're collaborative, process-focused, and committed to continuous improvement and change management
  • You understand recurring revenue business models and the value drivers that impact customer retention and growth
  • Familiarity with collectibles industries including trading cards, coins, autographs, video games, and/or Funko Pop hobbies is a plus
  • Bachelor's degree in Business Administration, Communications, or related field, or equivalent combination of education and experience

Benefits

  • Health Insurance : All full-time employees are eligible to enroll in Medical, Dental, and Vision
  • Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
  • 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
  • Vacation : All salaried employees are eligible for flexible time-off
  • Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
  • Employee Discounts: Employees receive discounts on select grading services for approved submissions
  • Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
  • Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Job title

Customer Care Supervisor

Job type

Experience level

JuniorMid level

Salary

$57,920 - $94,035 per year

Degree requirement

Bachelor's Degree

Location requirements

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