We are seeking a driven and people-focused Customer Service Supervisor to lead a high-performing customer service team. This role is ideal for a leader who enjoys coaching others, driving performance, and creating exceptional customer experiences. You’ll play a key role in developing team members, improving service delivery, and fostering a positive, collaborative culture. If you thrive in a fast-paced environment and are passionate about mentoring employees while delivering outstanding customer outcomes, we’d love to connect with you! Work Model: • Hybrid What You Will Do: • Direct, coach, and develop Customer Service team members to achieve individual and team performance goals • Conduct performance reviews, one-on-one coaching sessions, and employee development planning • Monitor performance metrics, including efficiency, responsiveness, and customer satisfaction, and communicate results to leadership • Maintain employee performance documentation and identified coaching and improvement opportunities • Oversee PTO requests and staffing schedules to maintain adequate team coverage • Resolve escalated customer concerns and ensure timely issue resolution • Review team communications, email activity, and service channels to maintain quality and responsiveness • Champion employee engagement, continuous improvement, accountability, teamwork, and customer-focused service excellence What You Will Need to Be Successful: • 3-5+ years of customer service experience with knowledge of customer service operations and best practices • 2+ years of leadership or supervisory experience preferred • Associate degree or equivalent combination of education and experience • Experience coaching, mentoring, and developing employees • Ability to analyze performance metrics and implement process improvements • Strong verbal and written communication, relationship-building, and conflict resolution skills • Proven ability to lead teams while managing multiple priorities in a fast-paced environment • Proficiency with Microsoft Office and business systems, with a customer-focused approach to service excellence Benefits Overview: • Health, dental, and vision insurance • Life and long-term disability insurance • 401k • PTO Interested and qualified candidates can contact Palmer Group at (515) 225-7000 or email [email protected].