About the role
Customer Service Supervisor
Position Type: Full-Time, Remote Working Hours: U.S. Business Hours
About the Role
We’re looking for a Customer Service Supervisor to own the customer experience end-to-end while leading a small customer service team.
You’ll work directly with the Co-Founder and Strategy & Operations Associate to manage day-to-day customer operations, including inbound calls and emails, sales inquiries, shipping coordination, and post-sale follow-up. You’ll also coach a two-person customer service team, review their work, delegate daily priorities, and help ensure a consistently strong customer experience.
This is a high-autonomy, startup-like environment suited to someone who enjoys wearing multiple hats, solving problems, developing a small team, and taking initiative.
What You’ll Own
Customer Service Leadership
* Lead and support a two-person customer service team. * Review customer interactions and provide coaching and feedback. * Delegate daily tasks and help the team stay focused on priorities.
Customer Communication
* Handle customer and lead inquiries by phone and email. * Spend up to half of the day communicating with customers by phone. * Provide knowledgeable, professional support and answer product-related questions.
Sales & Quoting
* Turn customer inquiries into quotes and sales opportunities. * Answer customer questions and complete required paperwork. * Support customers throughout the sales process.
Post-Sale Support
* Coordinate shipping and delivery-related needs. * Resolve delivery issues and help ensure a positive post-sale experience. * Support customers through their initial experience with the company.
Day-to-Day Operations
* Work closely with leadership on customer operations. * Manage multiple priorities and solve problems as they arise. * Identify opportunities to improve processes and contribute to the company's growth.
Required Experience & Skills
* Strong customer service and communication skills. * Comfortable working remotely and independently. * Comfortable spending up to half of the day on the phone. * Self-motivated, detail-oriented, and resourceful. * Strong ability to manage multiple priorities. * Experience in sales, customer support, and managing a small team is preferred. * Familiarity with Google Workspace and Microsoft Office is a plus. * Familiarity with public safety training or firearms industry products is a plus but not required. * No formal education or specific experience requirements.
What Makes You a Strong Fit
* You take ownership rather than waiting for instructions. * You’re confident communicating with customers and handling different situations throughout the day. * You enjoy coaching and developing a small team. * You’re comfortable wearing multiple hats in a growing company. * You’re resourceful and able to solve problems independently. * You communicate proactively and keep leadership informed. * You’re excited by the opportunity to contribute ideas and shape how a growing company operates.
What Success Looks Like
* Customers receive responsive, knowledgeable, and professional support. * The customer service team has clear direction, consistent coaching, and strong communication standards. * Quotes, sales inquiries, paperwork, shipping, and post-sale needs are handled accurately and efficiently. * Customer issues are identified and resolved proactively. * Day-to-day customer operations run smoothly with minimal supervision. * You actively identify opportunities to improve processes and create value as the company grows.
Interview Process
1. Initial Application 2. Spark Hire One-Way Video Interview 3. Client Interview 4. Offer Stage
Originally posted on Himalayas