Job Title: Global Customer Service Supervisor
Location: Atlanta, GA, 30338
Employment Type: Direct Hire, FullTime
Shift: Varying Shifts
Pay: $26.10 - $29.18 DOE
Position Type: In-office for 1st 90 days, then hybrid, 3 days in office and 2 days at home.
Are you passionate about leading teams and delivering exceptional customer service? Do you thrive in a dynamic, fast-paced environment? Our client is a growing global organization as a Global Customer Service Supervisor and plays a key role in shaping how millions of people buy, sell, connect, and experience live events around the world.
Key Responsibilities:
- Team Leadership: Supervise and coach a team of customer service representatives to achieve performance targets and deliver outstanding service.
- Performance Monitoring: Track and analyze team performance metrics, including customer satisfaction scores and adherence to service level agreements.
- Feedback and Training: Provide continuous feedback and conduct performance evaluations to identify improvement areas and implement training initiatives.
- Issue Resolution: Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions.
- Process Improvement: Collaborate with cross-functional teams to implement process enhancements and optimize the customer experience.
- Record Keeping: Maintain accurate records of customer interactions, feedback, and resolutions in the company's CRM system.
- Team Meetings: Conduct regular meetings to communicate goals, initiatives, and performance expectations.
- Foster Team Culture: Promote a culture of accountability, teamwork, and continuous improvement within the customer service team.
- Mentorship: Guide agents' growth and performance through mentoring, goal setting, and individual development plans.
Key Competencies:
- Leadership: Ability to inspire, motivate, and empower team members.
- Performance Management: Experience in setting and monitoring performance metrics and KPIs.
- Communication: Excellent verbal and written communication skills.
- Problem-Solving: Strong analytical skills to identify and resolve issues effectively.
- Customer Focus: Commitment to prioritizing customer needs and satisfaction.
- Team Building: Skill in fostering a collaborative and inclusive team environment.
- Adaptability: Ability to manage changing priorities in a fast-paced environment.
- Coaching and Development: Experience in providing constructive feedback and supporting professional growth.
Position Type and Expected Hours:
- Full-Time position requiring flexibility to work weekends, holidays, daytime, and evening hours.
- This role requires working in the office for 90 days then will be hybrid with 3 days per week in office for cross-functional collaboration.
Preferred Education and Experience:
- 5+ years of experience in customer service or a related field.
- 2+ years of supervisory or leadership experience in customer service or a similar role.
- Proficiency in Microsoft Office and CRM software.
- Strong multitasking and prioritization skills in a fast-paced environment.
- Experience in a performance-driven culture is a plus.
- Certification in customer service or relevant training programs is desirable.
Why Join Us?
- Be part of a global organization that values togetherness, trust, inclusion, and a culture of winning.
- Thrive in an environment that celebrates innovation and rewards performance.
- Contribute to shaping the future of how people experience live events.
How to Apply:
Ready to take the next step in your career? Apply now!
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Keywords: Customer Service Supervisor, Customer Service Team Lead, Global Customer Support, Customer Service Manager, Leadership, Team Management, Customer Satisfaction, CRM Software, Performance Metrics, Job in Atlanta, GA
Boost your career with us and help revolutionize the live events industry!
Job Type: Full-time
Pay: $26.10 - $29.18 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Disability insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health savings account
- Paid training
- Parental leave
- Tuition reimbursement
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Weekends as needed
Experience:
- Customer service: 5 years (Required)
- Call center supervisor: 2 years (Required)
Ability to Commute:
- Atlanta, GA 30338 (Required)
Ability to Relocate:
- Atlanta, GA 30338: Relocate before starting work (Required)
Work Location: In person