Customer Service Supervisor | Remote

4ocean is on a mission to end the ocean pollution crisis, and we are looking for a Customer Service Supervisor to help us advance our cause.

About This Position
We are looking for a competent Customer Service Supervisor to manage our VA Customer Service Team. You will be responsible for assessing their work and giving them feedback to maximize performance. This will be a work-from-home job.

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. The Customer Service Supervisor serves as an ambassador for the 4ocean company.

Reporting to the Customer Service Manager or Director, you must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. The goal is to achieve and drive excellent performance from your team that will bring sustainable business growth.

Other fun stuff you’ll get to do:
Manages and trains Customer Service Team.
Oversees the daily workflow of the department.
Answer questions from the CS Team and provide guidance and feedback.
Anticipate escalation and take over calls/emails when ---------- vise ways to optimize procedures and keep tea ---------- mbers ---------- asure performance with key metrics such as average response time, call abandonment, call waiting, etc.
Ensure adherence to policies for attendance, and other established SOPs.
Keep management informed on issues and problems.
Prepare daily/monthly/annual results and performance reports.
Ability to adapt to a fast-paced, constantly changing, and evolving environment.
Performs other related duties as assigned.
Resolve customer escalations through email, phone, chat, social, meeting SLA’s and team KPI’s while developing into a capable technical resource for the company.



Qualifications
As our Customer Service Supervisor, you will bring at least 5 years of relevant experience and a passion for people and customer satisfaction. You must be able to make decisions quickly and communicate effectively so that your team can continue to work efficiently. You must also have strong management and organization skills in order to lead your team effectively.

Here are a few other things we will need you to have:
Proven 5 years’ experience as Customer Service Supervisor or similar supervisory position.
Expertise in tools like Shopify, Gorgias, Slack, Google Drive, etc
Knowledge of performance evaluation procedures
Expert-level skills in problem-solving
Excellent organizational and leadership skills
Ability to multitask, prioritize, and manage time effectively
Excellent verbal and written communication skills with the ability to partner with various levels of leadership within the organization
Comfort in a fast-paced, always-changing start-up environment
Team-first, optimistic, solution-driven orientation
Drive to play an important role in a business that makes a difference in the world
Personal passion for sustainability and cleaning the world’s oceans
Comfortability in google sheets and google drives
Liaise between Customer Service Representatives and the Director to evolve and improve the team’s impact

Bonus points if you have:
- Demonstrated experience working with an e-commerce store specifically a Shopify store
- Experience working in a company with global market
- Experience working from home for over 3 years
- Experience and understanding of of 4ocean and the mission

To complete your application, please fill out this form: ----------