Customer Support Supervisor

Frederick Fox is supporting a premier client with their opening for a Customer Support Supervisor role in Charlotte, NC

Customer Support Supervisor

Position Overview

We are seeking an experienced and people-focused Customer Support Supervisor to lead an inbound Customer Care team of approximately 12 hourly Customer Service Representatives. This individual will oversee daily team operations, provide coaching and development, maintain performance standards, and foster an engaged, accountable, and customer-focused environment.

The ideal candidate is a strong people leader with a demonstrated ability to motivate hourly associates, develop talent, and drive team performance. A track record of career progression and increasing leadership responsibility is highly valued. Previous call center or contact center supervisory experience is beneficial but not required.

Key Responsibilities

• Lead, supervise, and support a team of approximately 12 hourly Customer Service Representatives handling inbound customer inquiries.
• Coach, mentor, and motivate team members to achieve individual and team performance goals.
• Establish clear expectations and hold employees accountable for performance, attendance, service quality, and adherence to established procedures.
• Monitor daily team activities and performance to ensure efficient operations and a consistent customer experience.
• Provide ongoing feedback, conduct performance reviews, and identify opportunities for employee development.
• Foster a positive, collaborative, and engaging team environment that encourages accountability and continuous improvement.
• Address employee concerns, resolve escalated issues, and provide guidance on challenging customer interactions.
• Identify performance gaps and implement coaching strategies and action plans to improve results.
• Support onboarding and training efforts for new team members.
• Communicate operational updates, priorities, and expectations clearly to the team and management.
• Promote a customer-first culture while ensuring team members follow company policies and service standards.

Qualifications and Core Competencies

• Demonstrated experience leading, coaching, and motivating hourly employees or frontline associates.
• Strong leadership skills with the ability to engage a team, establish expectations, and drive accountability.
• Excellent verbal and written communication skills.
• Proven ability to manage employee performance, provide constructive feedback, and support professional development.
• Strong interpersonal skills and the ability to build trust and maintain positive working relationships.
• A history of career progression and increasing responsibility, such as advancing from Customer Service Representative to Team Lead and Supervisor.
• Ability to manage daily operational priorities while maintaining a supportive and results-oriented team environment.
• Strong problem-solving, decision-making, and conflict-resolution skills.

Preferred Qualifications

• Previous supervisory experience in a call center, contact center, or customer service environment.
• Experience overseeing inbound customer service teams.
• Familiarity with Salesforce or other customer relationship management (CRM) platforms.
• Experience working in equipment rental or a related industry is a plus but not required.