Customer Service Supervisor – E-Commerce

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Catch Creation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💼 Consulting

📣 Marketing

🏭 Manufacturing

Consulting • Marketing • Manufacturing

Catch Creation is a full-service e-commerce incubator that specializes in direct-response advertising and end-to-end customer experience. The company handles product development, marketing and ad-driven customer acquisition, operations, and order fulfillment for consumer-facing brands, supporting the entire lifecycle from concept through shipping.

📋 Description

• Supervise Customer Service Agents handling phone, email, and other customer support channels. • Monitor real-time queues and redistribute workloads to maintain service levels. • Ensure adequate staffing coverage throughout each shift. • Monitor agent adherence to schedules, breaks, and availability. • Assist with shift planning and short-term staffing adjustments when necessary. • Provide real-time guidance and support during challenging customer interactions. • Conduct regular call, email, and ticket quality reviews. • Deliver coaching, accountability sessions and actionable feedback to improve agent performance, productivity, and customer satisfaction. • Support the onboarding, training, and mentoring of new Customer Service Agents. • Foster a positive, accountable, and collaborative team environment. • Ensure agents consistently follow company policies and standard operating procedures. • Maintain adherence to brand voice, communication standards, and customer experience expectations. • Ensure compliance with data privacy and security requirements. • Identify recurring customer issues, process gaps, or policy concerns and escalate them to management. • Resolve complex customer complaints and high-priority escalations. • Make customer recovery decisions, including goodwill gestures, within approved authority limits. • Partner with other departments when cross-functional support is required. • Monitor daily operational metrics, including productivity, quality, response times, and customer satisfaction. • Provide regular updates to the Customer Service Manager on team performance, emerging risks, and operational trends. • Recommend practical improvements to workflows, tools, and customer support processes.

🎯 Requirements

• Minimum 3 years of experience in a Customer Service Supervisor, Team Lead, Manager or similar leadership role. • At least 5 years of customer service experience, preferably in an e-commerce environment. • Strong experience managing agents handling phone, email, and other ticket-based support. • Demonstrated ability to coach, mentor, and develop high-performing customer service teams. • Excellent verbal and written English communication skills. • Strong conflict resolution and customer de-escalation skills. • Experience conducting quality assurance reviews and delivering performance feedback. • Ability to monitor real-time queues and make staffing decisions based on service demand. • Strong organizational and time management skills with the ability to prioritize multiple tasks. • Comfortable working with KPIs such as Cost Efficiency, Service Level, Productivity, Customer Satisfaction (CSAT), First Response Time (FRT), Refunds and Quality metrics. • Analytical mindset with the ability to identify trends and recommend process improvements. • Proficient in customer service platforms, CRM systems, and productivity tools. • Self-motivated, dependable, and capable of working independently in a remote environment. • Willing to work Eastern Standard Time (EST).