Customer Success Supervisor

Instant Teams

full-time

Posted on: 9/6/2025

Origin: • 🇺🇸 United States

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💰 $50,000 - $60,000 per year

Mid-LevelSenior

About the role

Supervising: Plan, prioritize, assign, supervise, and review the work of a team of remote team members responsible for providing customer service or sales support
Prepare daily work schedules (as needed), ensuring proper operational coverage at the Peer Coach/Remote Team Member levels
If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met
Perform quality audits according to client's expectations to identify areas of coaching needed within the team
Provide weekly/monthly status reports on employee performance
Monitor team productivity against client work requirements
Review and approve timesheets
Coaching/Team Development: Provide timely 1x1’s and coach on performance improvement opportunities
Provide feedback and coaching on customer requirements/escalations
Ensure KPI goals are met
Assist with the continuing development of existing employees
Uses creativity to develop an engaged workforce
Assist in the implementation of goals and objectives; ensure adherence to policies and procedures
Communicates with other departments and management to resolve problems and expedite work
Respond to and resolve customer inquiries and complaints, both written correspondence and phone
Knowledge of employee relations to conduct and deal with employee issues in a proactive manner
All other projects as assigned

U.S. citizenship required (Due to federal contract mandates)
Must be able to pass a Department of Homeland Security background check upon activation
3+ years of Customer Service experience (preferably in leadership role/capacity)
1+ years of that experience in contact center work
Prior experience leading remote teams
Demonstrated experience in leadership, facilitation and development of team members to meet or exceed customer experience objectives
Ability to interpret customer trends and communicate those effectively to the Customer Success Manager/Account Manager
Intermediate knowledge/skills with software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack
Strong interpersonal, organizational and communication skills
Ability to communicate with team members, customers, and management utilizing exceptional communication skills
Excellent time management skills and sensitivity to deadlines
Flexibility with the ability to adapt to change
Ability to ask effective questions and present information clearly and concisely
Understanding of KPI reports and experience presenting team goals and achievements
Equipment: BYOD initially; client will provide equipment for the duration of the temporary project
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.