Position OverviewAt Instant Teams, we pride ourselves on continuous learning and we are seeking a skilled and dedicated Customer Success Supervisor to support our overnight and weekend customer needs from Thursday-Monday, 10 p.m.-6 a.m. Eastern (EDT). The Customer Success Department’s Mission is to increase sustainable and proven value for our customers, employees, and Instant Teams. The Supervisor is responsible for creating a positive image for all customers, internal and external, at all times. They will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction, and employee development. The Supervisor will enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability. Instant Teams is a remote-first company and so this position is and will continue to be 100% remote, work-from-home. Details Overview

• Classification: Exempt, Salaried
• Position Type: Permanent
• Annual Salary: $45-50k (Dependent on Experience)
• Reports to: Customer Success Manager

Specific Position Information

• Working Schedule: Friday-Monday
• Working Hours: 40 hours per week,11:00 PM EST - 10:00 AM EST (with a 1-hour lunch at their convenience)
• Equipment Provided: At this time, we are a bring-your-own-device or "BYOD" company, but we will provide access to all necessary platforms and software to successfully succeed in this role.
• Corporate Benefit Eligibility: Yes; please click

Day in the Life

• Supervising
• Plan, prioritize, assign, supervise and review the work of a team of remote team members responsible for providing customer service or sales support.
• Prepare daily work schedules (as needed), ensuring proper operational coverage at the Peer Coach/Remote Team Member levels. If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met.
• Perform quality audits according to client expectations to identify areas of coaching needed within the team.
• Provide weekly/monthly status reports on employee performance.
• Monitor team productivity against client work requirements.
• Review and approve timesheets.
• All other projects as assigned.
• Coaching /Team Development
• Provide timely 1x1s and coach on performance improvement opportunities
• Provide feedback and coaching on customer requirements/escalations
• Ensuring KPI goals are met
• Assist with the continuing development of existing employees
• Assist in the implementation of goals and objectives; ensure adherence to policies and procedures
• Communicates with other departments and management to resolve problems and expedite work
• Respond to and resolve customer inquiries and complaints, both in written correspondence and by phone.
• Other duties as assigned.

Expected Hours of Work

• Shifts include overnight, early morning, and weekend.

Supervisory Responsibilities

• Yes, the team size will be up to 30.

What We’re Looking For Competencies

• Service-Oriented (We Serve with Excellence.)
• Lead from the front (We take Ownership.)
• Communication proficiency (We Communicate Mindfully.)
• Strong operational thought process (We Lead with Intentional Curiosity.)
• Flexible (We Embrace Change Daily.)
• Time management
• Collaborative
• Tech-savvy
• Fast-paced
• Self-starter
• Strong work ethic, ability to adapt to rapidly changing priorities

Required Education And Experience

• 3+ years of Customer Service Supervisory experience
• Demonstrated experience in leadership, facilitation, and development of team members to meet or exceed customer experience objectives. Ability to interpret customer trends and communicate those effectively to the Customer Success Manager/Account Manager
• Intermediate knowledge/skills with software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack
• Strong interpersonal, organizational, and communication skills. Ability to communicate with team members, customers, and management utilizing exceptional communication skills.
• Excellent time management skills and sensitivity to deadlines
• Flexibility with the ability to adapt to change
• Ability to ask effective questions and present information clearly and concisely.
• Understanding of KPI reports and experience presenting team goals and achievements. (Quality, Productivity results, Sales, etc.)

Preferred Education And Experience

• 1+ years of that experience in contact center work
• Prior experience leading remote teams

From our military-connected to untapped talent communities, we welcome non-linear career paths and untraditional backgrounds and encourage applicants to apply even if they don't meet all the qualifications. If this role captivates you and speaks to your skills, apply away!________________________________________________________________________________ Notes Other Duties This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.) EEO and Harassment StatementInstant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge. About UsWe are a Workforce on a Mission. Instant Teams is a Talent Marketplace that brings together innovative technology, skills acceleration, and community to deliver employment solutions for military spouses, untapped talent, and companies.Powered by JazzHReLkqXnnyrk