Supervisor, Global Customer Care

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First Advantage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

First Advantage is a leading provider of global software and data for the HR technology market. Enabled by proprietary technology and AI, it delivers employment background screening, digital identity and verification services, APIs, and risk-monitoring products across the employee lifecycle. The company emphasizes automation and continuous identity verification, serving roughly 80,000 organizations in over 200 countries and territories, and maintains large proprietary databases (over one billion records). Headquartered in Atlanta and publicly traded (NASDAQ: FA), First Advantage focuses on helping customers hire smarter and onboard faster through software, data and services.

📋 Description

• Manage a team of 15–25 Customer Care agents supporting a large client • Lead day-to-day operations, monitor performance, and handle escalations • Mentor team members and foster empathy, professionalism, collaboration, and continuous improvement • Monitor daily work production and flow, maintaining weekly, monthly, and quarterly performance records • Analyze team performance against service goals and key metrics • Provide one-on-one feedback, conduct performance evaluations, and implement action plans • Maintain a customer-centric approach and support de-escalation of customer issues • Ensure team proficiency with CRM, communication platforms, client-specific databases, and other systems • Identify knowledge gaps, provide ongoing training, and drive process improvements • Monitor interactions for quality assurance, policy compliance, and client-specific requirements • Circulate policy, incentive, technical, product, process, and service updates • Manage questions and escalations, identify trends, and recommend process improvements • Track and report customer satisfaction, response times, issue resolution, and process compliance metrics • Write and deliver performance reviews with accurate performance-management documentation • Conduct team meetings, recognize successes, motivate the team, and maintain engagement

🎯 Requirements

• Proven ability to lead and mentor teams, improving skills, productivity, and morale • Strong customer service skills focused on empathetic, professional issue resolution • Ability to manage multiple systems and troubleshoot complex issues across platforms • Excellent communication skills, adapting information to different audiences • Ability to work efficiently in a fast-paced, dynamic environment and manage competing demands • Ability to establish rapport, express empathy, and project confidence with customers • Ability to collaborate across departments and within diverse, cross-functional teams • Prior experience with Microsoft Windows Operating Systems and ISPs, with customer care or related-services background preferred • Proficiency in CRM systems, Microsoft Office, and other call center technologies • HS Diploma or equivalent required • Bachelor’s degree or equivalent experience required (US requirement only) • Minimum 5 years of call center or related experience • 3–5 years in a lead or supervisor role preferred • Call center certifications are a plus • Proven success supervising and motivating teams and individuals in a call center environment • Ability to understand projects, decisions, and processes in broader organizational and cross-departmental context • Experience managing multiple call queues and balancing resources to meet service levels • Ability to balance work assignments and complete voice and non-voice tasks within set time frames or productivity goals • Ability to thrive under pressure in a fast-paced, continuously changing environment • Excellent problem-solving and analytical skills • Exceptional communication skills tailored to different audiences • Proficiency in standard Microsoft Office applications

🏖️ Benefits

• Ability to work remotely with occasional business travel • Medical, Vision, Dental, and supplementary benefit plans • 401k with an employer match • Employee Stock Purchase Plan (ESPP) • Competitive and flexible Paid Time Off (PTO) • 9 paid company holidays • Access to tech and growth opportunities • Leaders who want you to succeed • Professional development opportunities, such as the award-winning SOAR program • Volunteer Time Off (VTO) Policy • Global Employee Assistance Program (EAP) • Opportunities to connect with colleagues across six Employee Impact Groups • Employee Experience events throughout the year