Customer Service Operations Supervisor

Description

The Customer Service Operations Supervisor leads the operational backbone of Customer Service for Chemical Guys and Fast5Xpress, owning quality assurance, escalated case and claims management, performance reporting, and process improvement. This role supervises one direct report, setting clear expectations, coaching to quality standards, and managing performance. Working closely with the Customer Service Manager and partners in Product Development, Logistics, Finance, and Fast5 Xpress, the Supervisor turns customer service data into practical improvements that reduce recurring issues and raise customer satisfaction. The role also plays a hands-on part in testing and refining AI, automation, and self-service tools as the department scales. 

Key Responsibilities

• Supervise, coach, and develop one direct report, including setting goals, holding regular one-on-ones and performance reviews, managing schedules, timekeeping, and meal and rest break compliance, and addressing performance issues in partnership with the Customer Service Manager.
• Conduct formal quality assurance (QA) audits of customer interactions across phone, email, Live Chat, TikTok Chat, and other channels, evaluating ticket quality, coding accuracy, documentation, and adherence to procedures, and deliver scorecards to Customer Service Team Lead and Manager based on the findings.
• Facilitate regular QA calibration sessions with the Customer Service Team Lead and Customer Service Manager to keep evaluations and scoring consistent, with the Customer Service Manager approving scoring standards.
• Oversee resolution of escalated customer issues, including Better Business Bureau (BBB) and executive escalations, coordinating with cross-functional teams to reach timely resolution.
• Review and resolve customer claims, including vehicle damage, shipping carrier, defective product, and replacement and refund requests, and manage chargebacks and disputes across sales channels within established approval limits, escalating vehicle damage claims involving potential liability to the Customer Service Manager and Legal or Risk.
• Track and analyze Customer Service key performance indicators (KPIs), including response time, resolution time, customer satisfaction (CSAT), talk time, handle time, one-touch resolution rate, open ticket volume, and QA scores, delivering weekly KPI reports and monthly QA summaries to leadership.
• Analyze service, claims, and quality data to identify trends, root causes, and risks, and recommend corrective actions and workforce planning decisions that improve customer experience and operational efficiency.
• Own Customer Service administrative and operational processes, creating and maintaining standard operating procedures (SOPs), process documentation, onboarding materials, and training resources.
• Investigate emerging customer, product, shipping, and logistics issues with Product Development, Logistics, Finance, and Marketing to resolve root causes and reduce recurring claims.
• Support implementation, testing, and optimization of new systems and AI-powered service tools, and recommend improvements to automation and self-service resources.

30/60/90 Day Success Plan

30 Days

• Learn Customer Service workflows, systems, claims processes, and the team
• Meet one-on-one with the direct report and key cross-functional partners. Learn the CRM, ticketing, QA, KPI reporting, and escalation workflows. Review existing SOPs, metrics, and quality programs, and begin QA evaluations under established guidelines.
• Knows the team, systems, and workflows. First QA evaluations are completed and calibrated with the Customer Service Manager.  

60 Days

• Take ownership of QA, reporting, claims oversight, and team coaching 
• Conduct QA evaluations and weekly KPI reporting independently. Assume ownership of claims oversight and escalation monitoring. Hold regular one-on-ones and deliver QA-based coaching to the direct report. 
• QA findings and KPI reports are delivered on schedule, escalations and claims are resolved within SLAs, and at least one process improvement has been recommended. 

90 Days

• Lead the team and drive process improvement independently 
• Fully own QA, reporting, claims oversight, and process governance. Establish baseline metrics and begin implementing at least one significant process improvement. Set performance goals with the direct report. 
• Operates independently as the go-to resource for quality, claims, and operational analytics. The direct report has clear goals and a steady coaching cadence, and baseline metrics are in place. 

Chemical Guys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment

without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status,

age, or any other characteristic protected by applicable federal, state, or local law.

In accordance with California law, we will consider qualified applicants with criminal histories in a manner consistent

with the requirements of the Fair Chance Initiative for Hiring Ordinance (where applicable).

Requirements

Qualifications:

Required

• High school diploma or equivalent
• 4+ years of customer service experience
• 2+ years in quality assurance, operations, reporting, process management, or business analysis
• 1+ year of supervisory or team lead experience
• Experience managing claims, chargebacks, refunds, or dispute resolution, with strong knowledge of escalation and case management workflows
• Advanced Microsoft Excel skills and experience with CRM, ticketing, and reporting tools, with the ability to turn data into actionable recommendations
• Strong written and verbal communication, organizational, and coaching skills, and the ability to manage multiple priorities in a fast-paced environment 

Nice-to-Have:

• Experience building KPI dashboards, QA scorecards, and SOPs
• Experience supporting AI, automation, or workflow optimization initiatives
• Experience with Shopify, TikTok Shop, Gorgias, Zendesk, or similar customer service platforms