Customer Care Supervisor

Job Summary

Role Purpose Owns shift execution, frontline coaching, and direct management of Customer Support Specialists, Support Engineers, and the Team Lead. Ensures the team meets daily and weekly service goals while developing staff and maintaining work quality.

Key Responsibilities

Set daily coverage and queue priorities; assign work, manage schedules, and monitor attendance Ensure the team meets daily and weekly service level and backlog goals Review cases and quality, and coach troubleshooting and customer communication Handle sensitive escalations and escalate complex issues to the Manager Provide coaching and basic performance feedback and develop staff Contribute to hiring decisions and provide input on the employee lifecycle, including onboarding, workforce planning, and performance Enforce policies, departmental procedures, and standards Act as a role model and mentor who builds collaboration, openness, and trust Actively monitoring the queues and acting on warnings received for calls holding Ensuring all team members are actively responding to cases and assisting when there is a training opportunity Qualifications Bachelor’s degree or equivalent work experience 2+ years of experience, including people management Background in customer support operations, ideally in SaaS or public-sector technology Skills and Competencies Coaching and performance feedback Queue, capacity, and schedule management Sound judgment on sensitive escalations Quality review and process discipline Strong written and verbal communication Ability to inspire initiative and professional excellence Success Measures (KPIs) KPI What It Measures Team SLA attainment Team performance against SLA commitments Backlog aging by priority Age of open cases by priority level Quality review score Average score from case quality reviews Coaching completion Share of planned coaching sessions completed Level Expectations Supervises the activities of a team of individual contributors Typically oversees a single team engaged in one area of work Limited budget or strategic responsibility Escalates complex issues to the Manager Work Environment : Office setting with a moderate noise level.

The employee will work at an individual workstation, using a telephone and computer. Physical Demands : Must be able to remain seated for extended periods. Regular use of a computer and other office machinery, such as printers and copy machines. Occasional movement around the office. Frequent communication via telephone.

Neumo Summary: With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a Gov. Tech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment. Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.