Customer Service Supervisor Zunex Pest Control

About Zunex
Zunex Pest Control is a fast-growing family-owned pest control company protecting homes across Utah and Washington. We have built our reputation on honest, effective, family-safe service and over 3,000 verified five-star Google reviews. We treat every customer like a neighbor and every tea ---------- mber the same way.
We are growing fast and we need a Customer Service Supervisor who can grow with us. This is not a title — it is a responsibility. The person we hire will own the performance and culture of our customer service team directly.
What This Role Actually Is
You will lead a small team of Customer Service Representatives who handle inbound calls, schedule services, and represent Zunex to our customers every single day. Your job is to make sure that team operates at a consistently high level — that calls are answered, that customers feel taken care of, that processes are followed, and that performance gaps are caught and corrected before they become problems.
You are not managing from a distance. You are in it with your team — listening to calls, running trainings, sitting with struggling reps, and setting the standard by how you work not just what you say.
If you are the kind of leader who gets energy from developing people, who holds standards without being harsh, and who takes personal ownership of how your team performs — keep reading.
What You Will Own
Team Leadership and Accountability
Lead daily team check-ins and set clear expectations for the day. Hold CSRs accountable to their responsibilities and performance standards. Step in directly when a tea ---------- mber is struggling rather than waiting for the problem to resolve itself. Maintain a team culture that is high-accountability and high-support at the same time.
Call Monitoring and Auditing
Listen to recorded calls regularly and evaluate quality, professionalism, and process adherence. Track missed calls, performance gaps, and recurring issues. Conduct daily and weekly performance audits. Report what you find and ensure corrections actually happen — not just acknowledged.
Training and Development
Lead weekly team trainings with a focus on real skill development not checkbox completion. Work one-on-one with underperforming reps to identify what is going wrong and build a plan to fix it. Reinforce SOPs consistently and update training processes as the company grows and changes.
Reporting and Communication
Send weekly performance summaries to leadership with real insights not just numbers. Pull reports from FieldRoutes and other systems. Maintain clear and consistent communication with both your team and leadership. Participate in weekly leadership meetings and represent your team's performance and needs.
Process and System Management
Identify inefficiencies in how the team operates and bring solutions not just observations. Ensure FieldRoutes and other systems are being used correctly and consistently. Help refine SOPs as processes evolve. Maintain a strong working knowledge of every tool your team uses.
What We Are Looking For
You have led a team before and you know what it feels like to be responsible for other people's performance. You understand that leadership means owning outcomes not just assigning tasks.
You are comfortable having direct conversations with underperforming employees. You do not avoid conflict and you do not let problems linger. You address issues early, clearly, and constructively.
You have excellent English — written and verbal. You will be communicating with customers, your team, and leadership every day and your communication needs to be professional and clear in all three directions.
You are reliable and self-directed. Your manager should not need to check on whether things are getting done. You take ownership of your responsibilities and follow through without being managed.
You are mentally steady. Customer service leadership involves pressure, difficult customers, underperforming employees, and fast-changing priorities. The right person handles all of that without becoming reactive or inconsistent.
You are proficient in Google Workspace — Sheets, Docs, Drive, Forms, Calendar, and Gmail. This is required not optional.
Strongly Preferred
Experience with FieldRoutes — this is highly preferred and will give you a significant advantage
Experience with call monitoring systems — Voice for Pest is a plus
Previous customer service leadership experience in a remote environment
The Schedule
Full-time, Monday through Friday, 8:30 AM to 5:30 PM MST which is 11:30 PM to 8:30 AM Philippine time. This is an overnight schedule for Philippines-based hires. We are upfront about this because we want someone who is genuinely set up for it long term.
Compensation and Benefits
$7 to $10 per hour based on experience and demonstrated leadership ability. Final rate determined after interview.
After your 3-month probation period you will receive paid time off that begins accruing from your start date, five self-selected paid holidays per year — US or Filipino your choice, performance-based bonuses tied to KPI achievement and contribution, and an end-of-year bonus based on overall performance.
Annual raises based on performance. This is a long-term role with real growth potential as the company scales.
How to Apply
Please follow these instructions carefully. Applications that do not follow these instructions will not be considered.

Use the subject line: CSR Supervisor [Your Name]
In your message include a short paragraph covering two things — your experience leading a team and a specific example of how you handled an underperforming employee. Tell us what happened, what you did, and what the outcome was.
Attach your resume