Customer Service Supervisor

NetVendor

Customer Service Supervisor leading and developing a team of CSRs for NetVendor's customer support. Ensuring operational excellence in a hybrid environment.

Posted 5/2/2026full-timeTualatin • Oregon • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Directly manage a team of CSRs and collaborate with fellow supervisors to ensure consistent service standards across the department.
Hire, onboard, coach, counsel, and develop team members to maximize performance and engagement.
Conduct regular one-on-one meetings to review individual performance, address concerns, and set development goals.
Foster a positive, motivating work environment that empowers team members to perform at their best.
Handle escalated supervisor calls, ensuring timely and effective resolution for customers.
Provide clear daily direction to the team so that all customer interactions are handled promptly, efficiently, and knowledgeably.
Continuously evaluate workflows and procedures, recommending improvements to enhance efficiency and the customer experience.
Generate and review weekly and monthly agent performance reports to identify trends and inform coaching priorities.
Run weekly reporting and monitor key operational metrics.
Create and manage Jira tickets to track and resolve system issues.
Oversee resolution of TIN Check failures (W-9) and TIN Verify discrepancies, coordinating with relevant teams as needed.
Partner with the Customer Service Manager on the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.
Perform additional responsibilities as assigned to support departmental and organizational goals.

Requirements

What you’ll need

High School diploma or GED
2+ years of experience in a customer service supervisory or team lead role.
Demonstrated ability to lead, motivate, and develop a team in a fast-paced environment.
Strong communication, coaching, and conflict resolution skills.
Ability to analyze performance data and translate insights into actionable improvements.
Preferred: Proficiency with ticketing systems (e.g., Jira) and reporting tools; experience with TIN/W-9 verification processes.
Preferred: Experience with NICE inContact or other similar contact center programs
Preferred: Bilingual, fluent in both English and Spanish

Benefits

Comp & perks

Medical, dental, and vision insurance
HSA, FSA, and DCFSA
Long- and short-term disability insurance
Free basic life insurance
Paid time off policy
Paid holidays: 7 per year + 1 floating holiday
Maternity Leave
401(k) with company match
Employee Assistance Program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service supervisionperformance analysiscoachingconflict resolutionteam developmentW-9 verificationTIN Checkreportingticketing systemsbilingual

Soft Skills

leadershipmotivationcommunicationteamworkproblem-solvingorganizational skillsperformance managementcoachingengagementadaptability

Certifications

High School diplomaGED