Customer Service Supervisor

Location: Levittown, PA Area
Schedule: Onsite

About the Opportunity

We are seeking an experienced Customer Service Supervisor to lead a high-performing customer service team in a fast-paced consumer products environment. This role is responsible for overseeing daily call center operations, driving service excellence, coaching and developing team members, and ensuring customers receive a best-in-class experience across multiple communication channels.

The ideal candidate is a hands-on leader with strong supervisory experience, exceptional communication skills, and a passion for developing teams while achieving operational goals.

Key Responsibilities

• Lead, coach, and mentor customer service representatives to deliver outstanding customer experiences.
• Oversee customer interactions across phone, email, chat, and SMS channels.
• Collaborate with Marketing and other cross-functional departments to develop customer service initiatives and promotional support programs.
• Monitor call center performance, service levels, and key performance metrics, providing regular reporting and recommendations to leadership.
• Manage escalated customer concerns and ensure timely resolution to maintain customer satisfaction.
• Assist with workforce planning, scheduling, training, and budget management.
• Establish, maintain, and improve call center processes, procedures, and best practices.
• Analyze team performance data and prepare operational reports.
• Foster a positive team environment through regular communication, coaching, training, and team meetings.
• Hold team members accountable to performance expectations through coaching, recognition, and performance improvement plans when necessary.
• Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Perform additional duties and special projects as assigned.

Qualifications

Required

• Bachelor's degree required.
• 5–7 years of customer service leadership, supervisory, or management experience.
• Proven ability to coach, develop, and motivate teams to achieve performance goals.
• Strong interpersonal, problem-solving, and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical skills with the ability to interpret performance metrics and identify opportunities for improvement.
• Advanced proficiency with Microsoft Office, particularly Excel.
• Demonstrated ability to foster teamwork and maintain high employee engagement.
• Flexibility to work days, evenings, rotating Saturdays, weekends, holidays, and additional hours as business needs require.
• Strong track record of dependability and performance excellence.

Preferred

• Experience with 8x8, Microsoft Dynamics 365 (D365), and Gorgias platforms.
• Experience leading omnichannel customer support teams.
• Background in retail, consumer products, e-commerce, or direct-to-consumer environments.

What We Offer

• Competitive salary and comprehensive benefits package.
• Opportunity to lead and develop a growing customer service team.
• Collaborative and team-oriented culture.
• Career growth opportunities within a stable and established organization.
• Dynamic environment where your leadership directly impacts customer satisfaction and business success.

If you are a customer service leader who thrives in a fast-paced environment and enjoys developing teams while delivering exceptional customer experiences, we encourage you to apply.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.