Customer Service Supervisor

Position Overview

We are seeking to add someone to our Customer Services & Support Operations team to work closely with our Operations Manager.

This is a hands-on role combining client support, customer service, team oversight, and day-to-day operations. The selected candidate will serve as the primary point of contact for an assigned client portfolio while also assisting with additional clients, contact center staff, and operational needs.

Responsibilities

• Serve as the primary point of contact for an assigned client portfolio
• Communicate with clients regarding support needs, updates, and escalations
• Provide customer support by phone, email, live chat, and support tickets
• Work alongside contact center agents and provide coverage when needed
• Help ensure customer interactions are handled accurately and professionally
• Assist with staff oversight, coaching, training, and workload management
• Help manage escalations and more complex customer situations
• Support additional client accounts and operational needs as time permits
• Assist with documentation, procedures, and workflow improvements
  

Qualifications

• Customer service, contact center, client services, or related experience
• Previous supervisory, team lead, or training experience preferred
• Strong verbal and written communication skills
• Comfortable handling phone, email, and live chat support
• Organized and able to manage multiple priorities
• Able to work independently and as part of a team
• Comfortable learning multiple products and support processes
• Experience with CRM, ticketing, or contact center systems is a plus
• Bilingual in Spanish and/or French is a plus
• Reliable transportation to our Hillsborough office

Our company provides service to all types of consumers from novice computer users who have limited experience to advanced users who require help with multi layered applications. Various product categories are supported including analog film cameras, digital cameras, digital photo frames, high definition televisions, dash cameras, smart home devices and other consumer electronics. Associated software packages are supported both through the customer support center and augmented through direct support by the software providers.