[Hiring] Outbound Customer Experience Supervisor @Redwood Services

Role Description

Redwood Services is a national home services platform that partners with leading HVAC, plumbing, and electrical companies to help them grow and better serve their customers. As we continue to expand, we’re hiring an Outbound Customer Experience Supervisor to lead our welcome call team supporting tuck-in acquisitions. This is a hands-on leadership role. You’ll guide, coach, and support a team of Outbound Customer Experience Specialists while also making welcome calls yourself every day. The work isn’t sales-heavy or transactional. It’s about creating a great first impression, building trust, and gathering key customer information while introducing customers to their new service partner. If you’re an energetic, personable leader who leads by example and thrives in a fast-paced, high-volume calling environment, this is an opportunity to play a critical role in the success of every acquisition we make.

Responsibilities

• Team Leadership
  • Supervise, coach, and support a team of Outbound Customer Experience Specialists to meet daily call volume and quality goals.
  • Monitor call activity, outcomes, and data accuracy, providing real-time feedback and ongoing coaching.
  • Train new team members on call flow, systems, and the VIP text club offer.
  • Track and report team performance, flagging trends, challenges, and opportunities to leadership.
  • Manage team schedules and coverage across multiple time zones.
  • Serve as the first point of escalation for difficult calls or customer concerns.
  • Model a positive, professional, and engaging tone that sets the standard for the team.
• Hands-On Calling
  • Make outbound welcome calls daily to existing customers of newly acquired companies, with a call volume balanced alongside leadership responsibilities.
  • Introduce the new partnership between the customer’s current service provider and one of Redwood’s partner companies, ensuring customers feel confident and informed about the transition.
  • Collect and update customer information accurately in the system.
  • Invite customers to join the VIP text club and explain the benefits clearly.
  • Handle inbound calls as needed and assist with basic scheduling when customers request service.
  • Navigate multiple systems and platforms efficiently while documenting call outcomes.

Qualifications

• Three (3)+ years of outbound call center experience, including at least one (1) year in a supervisor, team lead, or similar leadership role.
• Candidates must live in the Memphis area. This role is remote, but you will be required to come into the office as needed.
• Proven ability to lead by example while personally maintaining a high daily call volume.
• Experience coaching, monitoring call quality, and driving team performance to goals.
• Comfortable using call data and metrics to track performance and guide decisions.
• Open to starting as a full-time contractor with the opportunity to transition into a W2 employee with benefits based on performance and business needs.
• Ability to lead effectively in a remote environment with strong self-management and accountability.
• Ability to work a flexible schedule across time zones (typical shifts between 9am and 8pm depending on region).
• Strong communication skills with a friendly, confident phone presence.
• Tech-savvy and able to quickly learn new systems and teach them to others.
• Detail-oriented with strong data entry accuracy.
• Experience with ServiceTitan is a plus.
• Background in HVAC, plumbing, or home services is a plus.

Company Description