[Hiring] Customer Solutions Supervisor @Installation Made Easy, Inc

Role Description

The Customer Solutions Supervisor leads a team of resolution specialists and customer service representatives to ensure timely, effective handling of escalated customer issues and overall high-quality service delivery. This role focuses on daily operational supervision, coaching, workflow optimization, and acting as a key escalation point for complex customer concerns.

Key Daily Responsibilities

• Team Leadership & Supervision
  • Supervise the day-to-day performance of customer resolution staff.
  • Conduct team huddles to share priorities, operational updates, and service goals.
  • Coach, mentor, and provide performance feedback to team members.
• Resolution & Escalation Management
  • Act as primary escalation contact for complex or high-impact customer issues.
  • Ensure consistent, professional resolution strategies aligned with policies.
  • Monitor escalations and track outcomes to improve customer experience.
• Operational Oversight & Reporting
  • Monitor call queues, case backlogs, service levels, and KPIs (e.g., response time, resolution time, customer satisfaction).
  • Produce daily/weekly performance and trend reports for leadership.
  • Recommend staffing or process adjustments to meet service targets.
• Quality Assurance & Training
  • Review interactions (calls, emails, chats) to ensure quality and compliance.
  • Identify coaching opportunities and drive quality improvement initiatives.
  • Identify ongoing training opportunities and drive efficiencies.
• Collaboration & Process Improvement
  • Work cross-functionally with operations, products, and other departments to solve systemic issues.
  • Drive improvements to customer processes, workflows, tools, and escalation policies.
  • Address root causes of recurring customer problems.
• Customer Experience Focus
  • Model professional, empathetic communication and problem-solving.
  • Ensure team consistently delivers excellent service that aligns with organizational expectations.

Qualifications

• Proven experience in a call center or customer support environment, with direct involvement in issue resolution and escalations.
• Previous leadership or supervisory experience (formal or acting) strongly preferred.
• Strong expertise in service recovery principles and root-cause analysis, with the ability to translate insights into process improvements.
• Demonstrated ability to manage high-level escalations and complex customer cases with professionalism, empathy, and sound judgment.
• Excellent communication and conflict-resolution skills, including de-escalation and negotiation.
• Strong analytical and problem-solving skills, with the ability to assess trends and recommend corrective actions.
• Experience coaching, mentoring, and performance-managing staff, while upholding quality and service standards.
• Comfortable working with performance metrics, QA data, and reporting to drive accountability and improvement.
• Proficiency with CRM platforms and workforce or case-management tools.
• High attention to detail with strong organizational and time-management skills, including prioritization of competing escalations.
• Ability to work independently in a fully remote environment, maintaining productivity and leadership presence.
• Quiet, dedicated home workspace free from background noise and distractions.
• Reliable high-speed internet connection.

Benefits

• 100% remote work environment.
• Employer provided equipment.
• Medical, dental, and vision insurance.
• Health savings plan includes employer contribution to health savings account.
• Medical and dental flexible spending accounts.
• Company paid basic life, short-term disability, and long-term disability insurance.
• 401K plan with employer match.
• Company matches 100% of the first 4% of salary deferrals.
• All contributions, including employer contributions, are 100% vested immediately.
• Employee discount program for Electronics, Groceries, Travel, Entertainment, and more.
• Employee assistance program.
• Pay on demand.
• Critical illness, hospital indemnity, group accident, and legal insurance.
• Paid time off.
• And more!