Supervisor, Customer & Partner Care

The CPC Supervisor leads both our contact center and our order processing teams, combining people leadership with hands-on ownership of daily queue health. You will coach and motivate agents who handle customer inquiries, and you will keep Purchase Order (PO) processing timely, accurate, and free of backlog.

Reporting to the Senior Manager, CPC Operations, you will be a key driver of consistent team coverage, strong customer satisfaction, and continuous operational improvement. A primary focus is minimizing stalled POs and reducing queue backlogs while building a team that is capable, engaged, and accountable.

How You Will Contribute: 

Lead and develop the team

• Hire, train, and onboard contact center and order processing agents, and support cross-training to build a more agile, self-sufficient team
• Set clear expectations for contact center objectives, performance standards, and company policies, and ensure every team member understands them
• Coach agents through documented 1:1 sessions covering QA results, volume and handle-time metrics, and development goals; deliver corrective action when needed
• Facilitate team standups to align on goals, surface blockers, and promote shared ownership of key metrics
• Lead by example in building a culture of diversity, inclusion, and respect

Own daily queue and PO operations

• Oversee the day-to-day health of designated Salesforce queues, ensuring timely, accurate processing while mitigating operational risk
• Monitor agent Omnichannel activity and volume in real time, and reinforce benchmarks set by leadership
• Maintain full visibility into stalled POs: verify stall reasons, escalate when necessary, and reinforce proactive outreach to eliminate avoidable delays
• Provide leadership with scheduled stalled PO reports and clear updates on key blockers and escalated cases
• Step into the queue and process POs directly when SLAs are at risk or volume surges
• Oversee call, email, and chat handling to ensure a high level of customer service and satisfaction

Drive quality and continuous improvement

• Uphold consistency with SOPs, documentation standards, and intake practices through periodic checks
• Complete regular QA reviews and partner with QA and leadership on monthly agent performance scorecards
• Contribute to internal reference materials, including Confluence training guides and SOPs, as workflows evolve
• Identify friction points in the PO and customer support lifecycle through stalled case reviews and escalations, and help refine workflows that improve speed, accuracy, and clarity
• Assess daily operations, identify strengths and opportunities, and implement strategies that retain customers
• Foster a customer satisfaction culture by delivering value in every interaction

Collaborate and maintain coverage

• Partner with other supervisors in cross-shift syncs to review rollover causes and coverage plans
• Work closely with management, Enablement, and QA to ensure a cohesive approach to customer support and agent development
• Help maintain consistent shift coverage, including peak periods, holidays, and weekends as needed

What You Bring To Xometry: 

Required

• 5+ years of experience in a call center or customer service environment
• 2+ years of experience supervising a team
• Proven experience managing high-volume operational workflows with strong attention to detail
• Familiarity with Purchase Orders, SOPs, and queue management expectations
• Strong proficiency with technology, including computers, software applications, and phone systems (Salesforce experience a plus)
• Exceptional written and verbal communication skills, with the ability to guide team members clearly and professionally
• Analytical judgment to identify risk, troubleshoot breakdowns, and solve operational problems with structured thinking
• Ability to motivate, train, and lead a team to meet performance standards
• Dependable presence during core shift hours and readiness to support weekends, holidays, and peak volume periods

Education

• Bachelors Degree or equivalent; further education in management preferred

Leadership style and disposition

• Analytical, efficient, and thorough, and composed and courteous under pressure, particularly during peak hours
• A leadership approach grounded in consistency, follow-through, and professional accountability
• Strong organization, with the ability to follow through on open issues and reinforce standards across a team
• Commitment to continuous improvement, knowledge sharing, and workflow optimization