Customer Care Supervisor

Job Description

Description

About Certus

We sit at the intersection of people and technology—building training and education solutions that help more than 4 million learners each year enter, advance, or reinvent their careers.

Our customers range from individual professionals charting their own path to some of the world’s most recognized brands: Amazon, Siemens, Geico, Chick-fil-A, and others who trust us to develop their people at scale.

How We Work

Our teams span software engineering, instructional design, creative writing, consultative sales, marketing, and beyond. Movement between roles isn’t just possible; it’s encouraged. We’re building something that requires people who want to keep growing.

Who Thrives Here

• Self-starters who bring a get-it-done mindset and don’t wait for permission

• Builders drawn to a fast-moving industry where the landscape keeps shifting

• Humans who are innovative, brave, kind, and bring their full selves to work

We’re committed to a culture where people can be exactly who they are—and where that diversity of perspective makes everything we build stronger.

The workforce learning market is evolving rapidly, and we’re helping define where it goes next. If you want work that matters, room to grow, and a team that actually means it when they talk about culture—we should talk.

Job Overview:

The Customer Care Supervisor coaches and motivates assigned Customer Care Specialists, as they field interactions from potential and existing customers. The Supervisor continuously trains, ensuring every Specialist is well prepared for the interactions they will encounter. This role conducts live monitoring sessions and provides real-time feedback, ensuring Specialists have the knowledge required and are fully prepared to meet customer expectations. The Customer Care Supervisor is available and accessible to answer questions and provide ongoing support. This position motivates and inspires Specialists to strive to become self-reliant and prepared to address any questions that arise. The Supervisor is analytical, supportive, and serves as a resource to their team of Specialists.

Responsibilities:

·       Proven experience hiring, coaching, and developing Specialists.

·       Provide supervision, training, and development opportunities to Specialists.

·       Monitor and review phone, chat, and email engagements, including call quality scores, agent statistics, time entries, attendance, escalations, etc.

·       Real-time performance monitoring, including queue allocation, channel management, and call escalations.

·       Investigate and solve customer service complaints.

·       Monitor issues and trends and escalate to management as needed.

·       Ensure Specialists adhere to schedule and are tasked appropriately.

·       Assist with development and implementation of service policies.

·       Enforce policies, up to and including disciplinary action, escalating to Voice and Chat Manager, when needed.

·       Ensure relevant and pertinent up-to-date information is provided and communicated to team in a timely manner.

·       Maintain documentation pertaining to customer service department activities.

·       Identify additional training needs for team.

·       Timecard review and approval.

·       Perform additional duties where needed.

Requirements

Competencies Required:

·       Keen problem solver that is willing to think on their feet and learn quickly.

·       Reliable individual that can always be counted on to give their best work and follow tasks through to completion.

·       Self-starter comfortable taking initiative and finding answers to customer questions.

·       Great at multi-tasking, using multiple software programs to service a find a solution.

·       Excellent coaching skills with a positive attitude, energy, and demeanor.

·       Excellent written, verbal communication skills, and typing ability.

·       Excellent organizational skills and attention to detail.

·       Understand common internet browsers such as Chrome, Safari, Edge, and Internet Explorer and basic internet concepts including browser navigation, how to download files, incognito/private mode, and URLs.

·       Experience with Microsoft Office Suite preferred.

·       Mastery of the English language.

·       Spanish language skills desired, but not required.

·       Flexibility with work schedule preferred.

·       Professional demeanor.

·       Adaptive to change.

·       Experience with team management.

·       Ability to communicate directly with others.

·       Desire to have fun while working.

·       Growth and change mindset.

Physical Requirements:

·       Prolonged periods of sitting at a desk and working on a computer.

·       Prolonged periods of being on the phone/wearing a headset.

Performance Expectations:

1.     Team consistently meets metrics for responding to customers in a positive, thorough, timely manner, according to quality scoring standards.

2.     Team consistently meets metrics for interaction handling (i.e., interactions per hour, handle time, ACW, etc.).

3.     Effectively coach, lead, and manage a team of Specialists to meet KPIs and consistently achieve live monitoring and coaching goals.

This position will have a base pay of $45,000 - $48,000 per year and will be eligible for up to a 5% performance bonus. This position will be remote but there is a strong preference for candidates in the Orlando, FL area. Work hours are 8am - 5pm ET or 9am - 6pm ET with an hour break for lunch.

EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.