Supervisor, Global Customer Care

First Advantage

Customer care supervisor leading 15–25 agents for First Advantage, a global background-screening and HR technology provider. Driving service quality, escalations, coaching, compliance, and continuous process improvement remotely across the United States.

Posted 8/7/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and mentoring capabilities in managing customer care teams, with a focus on performance improvement, customer satisfaction, and effective communication. Proficient in CRM systems and call center technologies, ensuring operational excellence and adherence to service goals.

Highest-signal resume keywords

Team LeadershipCustomer Service SkillsCRM ProficiencyPerformance ManagementProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center ManagementPerformance AnalysisProcess ImprovementQuality AssuranceData ReportingEscalation ManagementTraining DevelopmentResource BalancingIssue ResolutionAnalytical Skills

Soft Skills

EmpathyCollaborationCommunicationMotivationAdaptability

Tools & Technologies

CRM SystemsMicrosoft OfficeCommunication PlatformsClient-Specific DatabasesMicrosoft Windows Operating Systems

Certifications & Qualifications

Call Center Certifications

Industry Keywords

Customer CareService GoalsPerformance MetricsQuality ComplianceCall Center Environment

About the role

Key responsibilities & impact

Manage a team of 15–25 Customer Care agents supporting a large client
Lead day-to-day operations, monitor performance, and handle escalations
Mentor team members and foster empathy, professionalism, collaboration, and continuous improvement
Monitor daily work production and flow, maintaining weekly, monthly, and quarterly performance records
Analyze team performance against service goals and key metrics
Provide one-on-one feedback, conduct performance evaluations, and implement action plans
Maintain a customer-centric approach and support de-escalation of customer issues
Ensure team proficiency with CRM, communication platforms, client-specific databases, and other systems
Identify knowledge gaps, provide ongoing training, and drive process improvements
Monitor interactions for quality assurance, policy compliance, and client-specific requirements
Circulate policy, incentive, technical, product, process, and service updates
Manage questions and escalations, identify trends, and recommend process improvements
Track and report customer satisfaction, response times, issue resolution, and process compliance metrics
Write and deliver performance reviews with accurate performance-management documentation
Conduct team meetings, recognize successes, motivate the team, and maintain engagement

Requirements

What you’ll need

Proven ability to lead and mentor teams, improving skills, productivity, and morale
Strong customer service skills focused on empathetic, professional issue resolution
Ability to manage multiple systems and troubleshoot complex issues across platforms
Excellent communication skills, adapting information to different audiences
Ability to work efficiently in a fast-paced, dynamic environment and manage competing demands
Ability to establish rapport, express empathy, and project confidence with customers
Ability to collaborate across departments and within diverse, cross-functional teams
Prior experience with Microsoft Windows Operating Systems and ISPs, with customer care or related-services background preferred
Proficiency in CRM systems, Microsoft Office, and other call center technologies
HS Diploma or equivalent required
Bachelor’s degree or equivalent experience required (US requirement only)
Minimum 5 years of call center or related experience
3–5 years in a lead or supervisor role preferred
Call center certifications are a plus
Proven success supervising and motivating teams and individuals in a call center environment
Ability to understand projects, decisions, and processes in broader organizational and cross-departmental context
Experience managing multiple call queues and balancing resources to meet service levels
Ability to balance work assignments and complete voice and non-voice tasks within set time frames or productivity goals
Ability to thrive under pressure in a fast-paced, continuously changing environment
Excellent problem-solving and analytical skills
Exceptional communication skills tailored to different audiences
Proficiency in standard Microsoft Office applications

Benefits

Comp & perks

Ability to work remotely with occasional business travel
Medical, Vision, Dental, and supplementary benefit plans
401k with an employer match
Employee Stock Purchase Plan (ESPP)
Competitive and flexible Paid Time Off (PTO)
9 paid company holidays
Access to tech and growth opportunities
Leaders who want you to succeed
Professional development opportunities, such as the award-winning SOAR program
Volunteer Time Off (VTO) Policy
Global Employee Assistance Program (EAP)
Opportunities to connect with colleagues across six Employee Impact Groups
Employee Experience events throughout the year