Customer Support Supervisor at Pure Hockey – Holliston, Massachusetts

Job Type: Full-Time

Location: Holliston, MA

Hybrid schedule available

The Customer Support Supervisor oversees daily customer service operations, ensuring high-quality support and customer satisfaction. This role is responsible for supervising support staff, managing performance, resolving escalated issues, and continuously improving support processes to meet organizational goals. The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills and be a mentor to staff.

Responsibilities:

• Supervise and support a team of customer support representatives
• Monitor daily operations to ensure service levels, response times, and quality standards are met
• Handle escalated customer issues and provide timely, effective resolutions
• Coach, train, and mentor team members to improve performance and product knowledge
• Conduct performance evaluations and provide regular feedback
• Assist with scheduling, workload distribution, and resource planning
• Analyze customer service metrics and prepare reports for management
• Identify process gaps and recommend improvements to enhance customer experience
• Ensure compliance with company policies, procedures, and service standard
• Collaborate with other departments to resolve customer issues and improve products or

• A minimum of 3 years of proven experience in a customer service position.
• Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, willing to be available.
• Ability to think strategically and to lead.
• Must be able to manage remote employees.
• Proficiency in Microsoft Office and customer support software.
• Outstanding written and verbal communication skills.
• Supports change and innovation within an organization.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.
• Requires flexible scheduling, including evenings, weekends, and holidays

Benefits:

• Medical, Dental, Vision & Disability Insurance
• Life and Long-Term Disability Insurance
• Flexible Spending Plan
• 401(k) with match
• Paid Time Off
• Paid Holidays
• Paid Paternity Leave
• Employee Discount

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