Customer Service Supervisor

This is a remote position.

**What to Expect at Bizbox**:

- A workplace driven by non-negotiable 'Culture First' organizational values.
- A competitive and progressive Leave Policy.

**About Us**:
We are a best-in-class creative services company serving and partnering with top brands in the wedding, fashion, beauty, media, and entertainment industries worldwide. We're a team of fast-paced, hard-working, forward thinkers dedicated to success, both for each other and our customers at scale.

**What We Do**:
Bizbox clients include market leaders in Small & Medium-Sized Entrepreneurship, Photography, Sales, Marketing, and Social Media. We provide creative content that is inspirational, motivational, narrative-driven, and technical.

Our vision is to create products and services that radically improve customer success. We're committed to designing relevant, valuable content that amazes, inspires, educates, promotes entrepreneurial spirit, and motivates our community.

**What We're Looking For**:
We seek a highly skilled and experienced Customer Service Supervisor to join our team. This individual must have professional-level written and verbal communication skills in English, a passion for client servicing, and a growth mindset. Flexibility with weekly schedules, including weekends, is essential.
- Open-mindedness to continuous improvement through coaching.
- On-time, accurate delivery.
- Kindness.
- Transparency, accountability, and humility.
- Willingness to go the extra mile for colleagues and customers.
- Solution-oriented mindset.
- Diligence in planning and execution.

The Customer Service Escalation Supervisor will oversee and manage customer service escalations, ensuring timely, effective issue resolution while maintaining high team standards. Responsibilities include supervising, coaching, assessing team performance, and reporting to senior management.

**Key Responsibilities**:

- Serve as escalation point for customer issues, collaborating across teams for prompt resolution.
- Lead and motivate customer service representatives with professionalism and empathy.
- Analyze and assess severity of complaints to determine escalation paths.
- Manage workflow, prioritize tasks, and ensure KPIs are met.
- Quality control of client communication, monitoring progress and suggesting improvements.
- Provide constructive feedback, coach team members, and assist in recruitment.
- Maintain client records and support organizational tasks as assigned.

**Performance Goals / KPIs**:

- Maintain timely client and talent communication responses.
- Track and report team performance on assigned tasks.
- Listen to client calls, provide feedback, and handle escalations.
- Maintain thorough documentation of client interactions.

**Supervisor / Leadership Essentials**:

- Align with company mission and contribute positively to culture and goals.
- Ensure accurate, efficient performance and service.
- Stay updated on systems, communication channels, and SOPs.
- Drive continuous improvement and problem-solving.
- Handle escalations effectively and uphold standards.

**Experience and Execution Essentials**:

- Minimum 2+ years as a customer service supervisor focusing on escalations.
- Weekend flexibility.
- Self-motivation, reliability, and strong problem-solving skills.
- Growth mindset and passion for positive client experiences.
- Proven ability to manage multiple projects and meet deadlines.
- Excellent interpersonal and organizational skills.
- Proficiency in English verbal and written communication; experience with Salesforce is advantageous.