Customer Service Phone Supervisor (US, Remote)
hace 1 día
Austin
Salary: $45,000 - $55,000 per year Benefit Eligible: Yes Location: Remote (WFH) with location restrictions within the United States. For tax and compliance purposes, this role is open only to candidates that will work or reside in the following states: AR, AZ, CA, CO, FL, GA, ID, IL, LA, MO, NC, NJ, NV, NY, OH, TX, VA, WA, WI, WY. Classification: Full-time Reports to: Director of Customer Service Paleovalley and Wild Pastures were born from a simple but radical idea: real food can heal — people, animals, and the planet. When Paleovalley co-founders Autumn and Chas Smith saw how industrialized food was affecting human health and the health of the land, they refused to play along. Autumn’s own journey of healing through nutrient-dense foods lit a fire that became Paleovalley. From there, the mission grew roots, sprouted wings, and eventually expanded into Wild Pastures to bring regeneratively raised meats directly to families nationwide. Today, Paleovalley crafts deeply nourishing snacks and supplements made with organic ingredients and honorable sourcing. Wild Pastures connects small American farmers practicing regenerative agriculture with customers who believe better food is worth fighting for. Every product, every partnership, and every decision is guided by a commitment to real ingredients, regenerative practices, and the belief that health is built from the soil up. We’re a team of grounded doers, curious thinkers, bold builders, and warm humans who like to laugh while doing meaningful work. We're growing quickly, fueled by purpose and a shared desire to repair the food system one thoughtful choice at a time. If you feel energized by impact, drawn to mission, and ready to join a company rewriting the future of food, we’d love to meet you! The Customer Service Supervisor exists to lead frontline performance with consistency, clarity, and care across the assigned support function, whether phone, email, live chat, or a blend of channels. This role is responsible for coaching people, maintaining service standards, strengthening onboarding and quality practices, and creating the operating rhythm that helps agents deliver a high-trust customer experience without pulling the supervisor into full-time frontline coverage. For this opening, the primary focus will be supporting the phone team, including real-time agent support, phone coverage oversight, call quality, escalation handling, coaching, and ensuring the team is staffed and prepared to deliver a consistent customer experience. While this role supports customer experience outcomes, the primary focus is leading, coaching, and developing the team responsible for delivering those experiences. • Lead day-to-day people management for assigned agents and, where applicable, Customer Service Team Leads, including regular 1:1s, coaching, goal-setting, and follow-through., • Set clear expectations around service quality, productivity, schedule adherence, and customer experience, and hold the team accountable through consistent communication and documentation., • Own quality oversight for the assigned function by reviewing interactions, calibrating standards, delivering actionable feedback, and identifying patterns that require coaching or process changes., • Support hiring and onboarding by partnering with the Director of Customer Service on screening, interview feedback, training readiness, and early ramp success for new hires., • Monitor team performance against key service metrics and use available data to identify risks, performance gaps, workflow bottlenecks, and improvement opportunities., • Approve timecards, paid time off, and scheduling requests in alignment with coverage needs and department guidelines., • Serve as an escalation point for complex customer situations, policy interpretation questions, and agent support needs that require manager-level judgment., • Partner with Team Leads and peers to maintain smooth daily operations, reinforce priorities, and ensure the queue stays healthy during volume swings or coverage gaps., • Document performance themes, development needs, and operational observations clearly so the broader customer service leadership team has visibility into what is working and what needs attention., • Help strengthen team engagement, accountability, and retention by creating a supportive environment with direct feedback, strong follow-through, and practical problem solving., • Oversee day-to-day phone team operations, including monitoring call volume, coverage needs, agent availability, follow-up expectations, and customer experience trends., • Partner with the Director of Customer Service to review staffing needs, volume patterns, schedule gaps, and phone team performance so the department can make proactive coverage decisions., • Provide direct, supportive, and actionable coaching on phone handling, tone, de-escalation, policy explanation, documentation, and follow-up so agents are confident and consistent in live customer conversations., • Maintain visibility into recurring customer concerns, call drivers, and operational issues surfaced through phone interactions, and communicate those trends clearly to leadership., • 2-3 years of customer service, contact center, or support operations experience, including at least 1 year in a people leadership, supervisor, or team management capacity., • Experience coaching frontline employees on service quality, productivity, communication, and customer handling skills., • Working knowledge of QA reviews, escalations, scheduling, attendance management, and performance documentation., • Comfort using support and business tools such as Help Scout or similar ticketing systems, phone systems, Shopify, Google Workspace, and Slack., • Ability to interpret performance data, spot trends, and translate observations into clear coaching or operational action., • Strong written and verbal communication skills, sound judgment, and the ability to stay calm and organized in a fast-moving support environment., • Ability to maintain a dedicated, distraction-free workspace and perform the essential duties of a fully remote leadership role., • Experience supporting or leading phone-based customer service teams, including coaching live customer conversations, reviewing call quality, and helping agents navigate escalated or sensitive customer interactions., • Comfort balancing people leadership with operational awareness, including staffing, coverage, volume trends, and real-time support needs., • Experience supporting both phone and written support channels in an e-commerce environment (strongly preferred), • Experience in CPG, natural foods, subscription, wellness, or mission-driven consumer brands., • Familiarity with onboarding design, calibration practices, workforce planning, or continuous improvement work inside customer service., • Experience supporting distributed or fully remote customer service teams., • Personal alignment with real food, regenerative agriculture, or wellness-focused brands., • Comfort working within evolving processes and helping shape operational improvements in a growing customer service organization., • Medical, dental, and vision coverage with 100% employer-paid dental/vision and a small monthly medical premium for employees; dependents may be added at employee cost, • Generous Paid time off to support balance and rest, • Paid sick time for when you need it, • Six (6) paid holidays each year, • Paid parental leave for growing families, • 100% company-paid Short-Term Disability, Long-Term Disability, and Life Insurance, • 401(k) with up to a 4% company match after one year of service, • Monthly product stipend or access to perfectly imperfect damaged product so you can enjoy the nutrient-dense foods you help bring to others Paleovalley and Wild Pastures are proud to be equal opportunity employers. We make employment decisions based on qualifications, merit, and business needs, and we do not discriminate based on any status protected by applicable federal, state, or local law. We’re also committed to providing reasonable accommodations throughout the hiring process. If you need assistance or an accommodation at any point, please reach out to ___. All applicants must be authorized to work in the United States. At this time, Paleovalley and Wild Pastures are unable to sponsor or assume sponsorship of employment visas, including but not limited to H-1B, TN, or OPT. Any offer of employment is contingent upon completion of Form I-9 and verification of work authorization. We participate in E-Verify to confirm eligibility to work in the U.S. To support an efficient and consistent application review process, we may use technology-assisted tools to help organize and review applications; however, these tools do not make hiring decisions. All final hiring decisions are made by our team. #LI-remote
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