Customer Service Supervisor

Position:
Supervisor, Customer Service (Call Center Environment)

Company:
GRAIL

Compensation:
$80K-$106K

Location:
United States, Durham, NC / Raleigh, NC

Employment type:
Full-Time

Work Arrangement:
Hybrid

Short Summary:
The Supervisor, Customer Service oversees a team of customer service coordinators to ensure efficient, high-quality delivery of support to customers. This role is responsible for daily team operations, coaching and developing staff, monitoring performance, and ensuring service levels are met.

Responsibilities:
- Supervise the day-to-day activities of the customer service team, ensuring consistent and timely response to customer inquiries and escalations.
- Assign and monitor workloads, balancing resources to meet service level agreements (SLAs) and departmental goals.
- Provide coaching, mentoring, and performance feedback to team members, supporting their professional growth and development.
- Handle escalated customer issues that require supervisory intervention, ensuring resolution with professionalism and efficiency.
- Support onboarding and training of new team members to ensure consistent understanding of policies, procedures, and systems.
- Collaborate with cross-functional teams to resolve customer issues and improve service delivery.
- Identify opportunities to enhance processes, policies, or tools to improve efficiency and customer satisfaction.
- Contribute to the development and achievement of departmental objectives and metrics.

Requirement:
- Bachelor’s degree in Business, Communications, or a related field; or equivalent combination of education and experience.
- 5+ years of relevant customer service experience (call center environment), with at least 1–2 years in a team lead, senior coordinator, or supervisory capacity.
- Ability to travel 5% as required.

Benefits:
- Flexible time-off or vacation.
- 401(k) retirement plan with employer match.
- Medical, dental, and vision coverage.
- Mindfulness programs.