Customer Service Supervisor
About the company
AO Swag specializes in online store solutions and branded merchandise for corporations, colleges, Greek organizations and K-12 schools. We offer incredible customization and decoration on-demand with no inventory requirements and industry-best lead times.
As we continue to grow, we are building a team of dependable people who take pride in their work.
About the Role
The Customer Service Supervisor is responsible for leading and supporting the customer service team to deliver an exceptional customer experience. This role oversees daily operations, coaches team members, monitors performance metrics, and ensures customer inquiries and issues are resolved efficiently and professionally. The ideal candidate is a hands-on leader who thrives in a fast-paced environment and is passionate about developing people and improving processes.
What You’ll Be Doing
- Supervise and support a team of Customer Service Representatives, ensuring consistent performance and service quality
- Identify and develop team members for future growth in the company
- Provide coaching, feedback, and ongoing training to develop team skills and engagement
- Review customer interactions to ensure accuracy, professionalism, and alignment with company standards
- Handle escalated customer issues and ensure timely and effective resolution
- Track and report on key performance metrics
- Identify trends in consumer behavior and partner with leadership to identify process improvements and implement best practices
- Maintain knowledge of company products, policies, and systems to support the team effectively
What We’re Looking For
- 2- 4 years of experience in a Supervisor Customer Service role
- Strong leadership and communication skills
- Ability to coach and mentor a team
- Ability to adapt in a fast-paced, customer-focused environment
Equal Opportunity & Compliance Statement
AO Swag is an equal opportunity employer and complies with all applicable federal, state, and local employment laws. Employment is contingent upon meeting job-related requirements, including background screening and authorization to work in the United States.