Public Partnerships
Customer Support Supervisor
US NY - Latham
Sponsorship not specified$60k-$70kDetected 30 days ago
Data AnalysisCRMProcess ImprovementPerformance ManagementCustomer SupportLeadershipCommunicationCollaborationMentoringOrganizational Skills
About the role
- Assist in onboarding and training new team members
- Monitor and evaluate team performance against KPIs and service standards
- Ensure high levels of performance, productivity, and service quality
Responsibilities
- The Customer Support Supervisor is responsible for overseeing the day-to-day operations of the customer support team, ensuring that high standards of customer service are met.
- This role involves managing a team of customer support agents, providing coaching and support, addressing complex client concerns, and maintaining a positive and productive team environment.
- The Customer Support Supervisor plays a key role in delivering excellent service to clients while ensuring that team performance aligns with company goals.
- Oversee a team of customer support agents, providing guidance, coaching, and feedback
- Conduct regular performance reviews and support ongoing development
- Use data and metrics to drive accountability and improvements
- Implement changes to increase efficiency and client satisfaction
- Partner with Operations, Enrollment, Compliance, and other teams
Requirements
- Strong ability to handle complex customer issues, providing effective and efficient resolutions.
- Excellent verbal and written communication skills with the ability to interact professionally with clients and team members.
- Comfort with using CRM systems, scheduling tools, and other customer service technologies.
- 2+ years of experience in customer service or client support, with at least 1 year in a supervisory or leadership role.
- Education: High school diploma or equivalent required
Nice to have
- High school diploma or equivalent required
- associate or bachelor's degree preferred, professional experience in a related field may be considered in lieu of formal degree.
Skills
- Monday-Friday with occasional evening hours and rotating Saturdays.
- The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification.
- It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified
- PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion.
- PPL will not tolerate discrimination or harassment based on any of these characteristics.
- Identify opportunities to improve processes, workflows, and tools
Compensation
- $60,000 - $70,000 annually
- At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications.
Benefits
- Ensure adequate coverage and operational efficiency
Visa & Work Authorization
- disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any
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This listing is sourced directly from Public Partnerships's careers page and normalized into a canonical job model.