Customer Solutions Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $23 - $24 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Confident

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2007

🎯 Recruiter

👥 HR Tech

💰 $70k Angel Round - Coinfident on 2024-01

Recruitment • HR Tech

Confident appears to be a Lithuania-based recruitment or HR services firm. Its website navigation uses Lithuanian (sections: ‘Apie mus’ — About us; ‘Klientams’ — For clients; ‘Kandidatams’ — For candidates; ‘Kontaktai’ — Contacts) and the presence of separate pages for clients and candidates indicates it connects employers with jobseekers and provides staffing/HR-related services. The site shows a 2015 copyright, suggesting it has been active since at least that year. Because available information is minimal, this description is intentionally conservative and framed as an apparent/likely business focus.

📋 Description

• Lead a team of resolution specialists and customer service representatives • Supervise day-to-day performance of customer resolution staff • Conduct team huddles to share priorities, operational updates, and service goals • Coach, mentor, and provide performance feedback to team members • Act as the primary escalation contact for complex or high-impact customer issues • Ensure consistent, professional resolution strategies aligned with policies • Monitor escalations and track outcomes to improve customer experience • Monitor call queues, case backlogs, service levels, and KPIs such as response time, resolution time, and customer satisfaction • Produce daily and weekly performance and trend reports for leadership • Recommend staffing or process adjustments to meet service targets • Review calls, emails, and chats for quality and compliance • Identify coaching opportunities and drive quality improvement initiatives • Identify ongoing training opportunities and drive efficiencies • Work cross-functionally with operations, products, and other departments to solve systemic issues • Drive improvements to customer processes, workflows, tools, and escalation policies • Address root causes of recurring customer problems • Model professional, empathetic communication and problem-solving • Ensure the team consistently delivers excellent service aligned with organizational expectations • Report to the Customer Solutions Manager

🎯 Requirements

• Proven experience in a call center or customer support environment, with direct involvement in issue resolution and escalations • Previous leadership or supervisory experience (formal or acting) strongly preferred • Strong expertise in service recovery principles and root-cause analysis • Ability to translate insights into process improvements • Demonstrated ability to manage high-level escalations and complex customer cases with professionalism, empathy, and sound judgment • Excellent communication and conflict-resolution skills, including de-escalation and negotiation • Strong analytical and problem-solving skills • Ability to assess trends and recommend corrective actions • Experience coaching, mentoring, and performance-managing staff while upholding quality and service standards • Comfortable working with performance metrics, QA data, and reporting • Proficiency with CRM platforms and workforce or case-management tools • High attention to detail with strong organizational and time-management skills • Ability to prioritize competing escalations • Ability to work independently in a fully remote environment, maintaining productivity and leadership presence • Quiet, dedicated home workspace free from background noise and distractions • Reliable high-speed internet connection • Prolonged periods of sitting at a desk and working on a computer

🏖️ Benefits

• 100% remote work environment • Employer provided equipment • Medical, dental, and vision insurance • Health savings plan includes employer contribution to health savings account • Medical and dental flexible spending accounts • Company paid basic life, short-term disability, and long-term disability insurance • 401K plan with employer match • Company matches 100% of the first 4% of salary deferrals • All contributions, including employer contributions, are 100% vested immediately • Employee discount program for Electronics, Groceries, Travel, Entertainment, and more • Employee assistance program • Pay on demand • Critical illness, hospital indemnity, group accident, and legal insurance • Paid time off