- Location
- US Remote
- Workplace
- Remote
- Department
- Customer Service
- Experience
- 3+ years
- Source
- Greenhouse
Description
About Catch Creation
Catch Creation is a global eCommerce company built for the digital age. We create, grow, and manage online brands that inspire customers and deliver real value through exceptional products and experiences. Our team thrives in a fully remote environment, combining creativity, data-driven strategy, and innovation to build scalable eCommerce solutions that perform.
From concept to conversion, we specialize in developing brands that stand out in competitive markets—driven by a passion for design, storytelling, and customer satisfaction. Every product we launch reflects our commitment to quality, authenticity, and growth.
At Catch Creation, we believe great ideas can come from anywhere—and our remote-first culture allows talented people from around the world to collaborate, innovate, and bring those ideas to life.
About the Role
We are seeking an experienced and results-driven Customer Service Supervisor to lead our growing customer support team. This role is responsible for overseeing the daily operations of our Customer Service department, ensuring exceptional customer experiences while driving agent performance, operational efficiency, and service quality.
The ideal candidate is a proactive leader who thrives in a fast-paced e-commerce environment, enjoys problem solving, coaching and developing people, and can confidently manage escalated customer situations while maintaining high service standards.
Key Responsibilities
Daily Operations
- Supervise Customer Service Agents handling phone, email, and other customer support channels.
- Monitor real-time queues and redistribute workloads to maintain service levels.
- Ensure adequate staffing coverage throughout each shift.
- Monitor agent adherence to schedules, breaks, and availability.
- Assist with shift planning and short-term staffing adjustments when necessary.
Agent Performance & Support
- Provide real-time guidance and support during challenging customer interactions.
- Conduct regular call, email, and ticket quality reviews.
- Deliver coaching, accountability sessions and actionable feedback to improve agent performance, productivity, and customer satisfaction.
- Support the onboarding, training, and mentoring of new Customer Service Agents.
- Foster a positive, accountable, and collaborative team environment.
Quality & Compliance
- Ensure agents consistently follow company policies and standard operating procedures.
- Maintain adherence to brand voice, communication standards, and customer experience expectations.
- Ensure compliance with data privacy and security requirements.
- Identify recurring customer issues, process gaps, or policy concerns and escalate them to management.
Escalation Management
- Resolve complex customer complaints and high-priority escalations.
- Make customer recovery decisions, including goodwill gestures, within approved authority limits.
- Partner with other departments when cross-functional support is required.
Reporting & Continuous Improvement
- Monitor daily operational metrics, including productivity, quality, response times, and customer satisfaction.
- Provide regular updates to the Customer Service Manager on team performance, emerging risks, and operational trends.
- Recommend practical improvements to workflows, tools, and customer support processes.
Qualifications
- Minimum 3 years of experience in a Customer Service Supervisor, Team Lead, Manager or similar leadership role.
- At least 5 years of customer service experience, preferably in an e-commerce environment.
- Strong experience managing agents handling phone, email, and other ticket-based support.
- Demonstrated ability to coach, mentor, and develop high-performing customer service teams.
- Excellent verbal and written English communication skills.
- Strong conflict resolution and customer de-escalation skills.
- Experience conducting quality assurance reviews and delivering performance feedback.
- Ability to monitor real-time queues and make staffing decisions based on service demand.
- Strong organizational and time management skills with the ability to prioritize multiple tasks.
- Comfortable working with KPIs such as Cost Efficiency, Service Level, Productivity, Customer Satisfaction (CSAT), First Response Time (FRT), Refunds and Quality metrics.
- Analytical mindset with the ability to identify trends and recommend process improvements.
- Proficient in customer service platforms, CRM systems, and productivity tools.
- Self-motivated, dependable, and capable of working independently in a remote environment.
- Willing to work Eastern Standard Time (EST).
Compensation
- Starting Rate: $5.00 USD per hour
- Regular Rate: $5.50 USD per hour upon successful completion of the probationary period, subject to satisfactory performance assessment.
What We’re Looking For
We’re looking for a leader who can communicate effectively with client executives, leads by example, supports their team, makes sound decisions under pressure, and is passionate about delivering exceptional customer experiences. If you enjoy collaborating, coaching others, improving processes, and making a measurable impact on customer satisfaction, we’d love to hear from you.
