Customer Care Supervisor

Job Description:

Job Summary:

The Customer Care Supervisor is responsible for leading a team within a dynamic call center/operations environment to deliver exceptional customer service experience. This role requires an experienced leader with a strong background in customer service and a valid esthetician license to effectively support and train staff in beauty and skincare-related areas. The ideal candidate will leverage their leadership skills and industry expertise to drive performance, resolve escalated concerns, ensure operational efficiency, and foster a high-performing, customer-centric team culture.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Team Leadership & Strategy
  
  
  
  • Supervise the daily operations of the customer care team, ensuring KPIs and SLAs are met.
  
  
  • Actively fosters a positive and collaborative team environment focused on service excellence and continuous improvement.
  
  
  • Serve as a hands-on leader who can coach both customer service techniques and skincare consultation delivery.
  
  

• Performance Management
  
  
  
  • Monitor daily overall team performance using department goals and key performance indicators (KPIs).
  
  
  • Provide coaching and training to team members for continuous improvement and development.
  
  

• Escalation & Issue Resolution
  
  
  
  • Handle high-level customer escalations and operational challenges with professionalism and poise.
  
  
  • Take ownership of complex or sensitive skincare-related customer cases that require esthetician-level guidance.
  
  
  • Act as a point of contact for complex customer issues requiring advanced product or service knowledge.
  
  

• Beauty Product & Process Oversight
  
  
  
  • Oversee customer interactions regarding product consultations, information, formulation and customer reactions
  
  
  • Ensure compliance with documentation standards for all beauty-related procedures and standard operating protocols (SOPs).
  
  
  • Serve as the in-house esthetics expert for the Customer Care department.
  
  
  • Review and enhance beauty scripting and consultation flows to ensure accurate and confident product recommendations.
  
  
  • Provide input on product FAQs, training decks, and knowledge base content to align with professional skincare best practices.
  
  
  • Analyze customer feedback related to beauty products
  
  

• Training & Development
  
  
  
  • Oversee and manage training related to skincare consultations, customer reactions, product recommendations, and service protocols.
  
  
  • Develop and lead beauty training sessions and refreshers for team members on product lines, ingredients, skin types, and usage.
  
  
  • Create and maintain up-to-date beauty reference materials and consultation guides for agent use.
  
  
  • Provide ongoing coaching and performance feedback to team members to support their professional growth.
  
  
  • Lead staff training initiatives to ensure representatives are equipped with necessary skills and knowledge.
  
  

• Collaborate with Manager to Drive Customer Service Excellenc e
  
  
  
  • Serve as backup to the Customer Care Manager, stepping in to make team decisions when necessary
  
  
  • Act as backup in analyzing and reporting on call data to guide data-driven decision making
  
  
  • Approving employee timecards and managing scheduling when needed.
  
  
  • Assist in preparing for and leading team meetings.
  
  
  • Work alongside Customer Care Manager in meeting department expectations and support the mission of Customer Care.
  
  

• Cross-Functional Collaboration
  
  
  
  • Collaborate cross-functionally with other departments when needed to address operational issues and drive process improvements.
  
  

Required Skills & Qualifications:

• Strong strategic planning skills to optimize customer service operations.


• Leadership abilities to manage a team and drive performance excellence.


• Proficient in using customer management systems, and Microsoft Office Suite (Excel, Word, PowerPoint etc....)


• Ability to extract, analyze & present data to support data driven decision making


• Strong understanding of basic technological concepts and troubleshooting principles to effectively support team operations


• Solid understanding of skincare products, customer reactions, and beauty industry best practices


• Exceptional conflict resolution and problem-solving skills.


• Excellent interpersonal and coaching abilities to support and develop team members effectively.


• Ability to manage time efficiently and prioritize tasks in a fast-paced environment.


• Valid Esthetician License (Required must be active and in good standing).


• Highschool Diploma or equivalent (Required)


• Associates degree or higher (preferred)


• 5+ years of experience working in the skincare or beauty industry (retail, spa, med spa, or cosmetic brand).


• 4+ years of experience in customer service


• 4+ years of experience in a supervisory/management role.

Supervisory Responsibilities

Manages up to 11 full-time and part-time employees, including leased employees, in the Customer Care Center. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Competencies

To perform the job successfully, an individual should demonstrate the following:

Customer Service

Works well with customers (internal/external); promotes a positive image of the company; responds to requests for service and assistance; meets commitments; strives to solve issues raised by customers.

Teamwork

Values the input and know-how of other employees; asks for help, when needed; offers help to other employees, when needed; builds trust and respect among fellow employees; takes actions that demonstrate consideration for the feelings and needs of others; works with other departments toward a common goal.

Adaptability or Flexibility

Open to change and new information; adapts behavior and work methods in response to new information, changing conditions or unexpected obstacles; able to deal with frequent changes, delays, or unexpected events.

Ethics

Upholds DHC’s Code of Conduct; treats coworkers and customers with respect; behaves in a fair and ethical manner towards others; instills mutual trust and confidence; honesty; maintains confidentiality.

Professionalism

Approaches others in a positive manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Communication

Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification; writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret information.

Continual Learning

Grasps the essence of new information; applying newly gained knowledge and skill on the job; recognizes own strengths and weaknesses; pursues self-development; seeks feedback from others and opportunities to master new knowledge.

Interpersonal Skills

Listens to others without interrupting; keeps emotions under control; open to other ideas and willing to try new things; focuses on solving conflict, not blaming.

Diversity

Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Safety

Follows safety and security procedures; reports unsafe conditions; uses equipment and materials properly.

Workforce Management

Creates realistic call volume forecasts; determines optimal staff levels; builds flexible and efficient schedule; reduces costs without sacrificing service; monitors performance and compares with forecast; applies company policies and procedures in a consistent and fair manner; offers rewards and recognition.

Innovation

Develops new insights into situations and applies innovative solutions to make organizational improvements; creates a work environment that encourages creative thinking and innovation; design and implement new programs/processes.

Strategic Thinking

Formulates effective strategies consistent with the business and competitive strategy of the organization; examines policy issues and strategic planning with a long-term perspective; determines objects and set priorities; anticipates potential threats or opportunities.

Leading Change

The ability to lead and manage change within the organization and help others cope with and manage change so that the organization can respond rapidly and effectively to a changing business environment.

Managing People

Takes responsibility for subordinates' activities; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); continually works to improve supervisory skills; matches the responsibility to the person; sets expectations and monitors delegated activities.

Time Management

Follows policies and procedures on time; completes administrative tasks correctly and on time; supports organization's goals and values; prioritizes and plans work activities; uses time efficiently; sets goals and objectives; completes work in timely manner; is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Coaching and Motivating

Defines expectations and set goals; provides regular performance feedback; motivates employees for increased results; offers rewards and recognition.

Building an Effective Team

The ability to work collaboratively with others both inside and outside the department to achieve organizational goals and to create an environment in which team members are interdependent and work together to meet client needs and expectations.

Problem Solving

Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making; makes timely decisions.

Team Building

Exhibits confidence in self and others; inspires and motivates others to perform well; follows through on commitments.

Accountability

Holds self and others accountable for rules and responsibilities.

Conflict Management

Identifies and takes steps to prevent potential situations that could result in unpleasant confrontations; assists with resolving disagreements in a positive and constructive manner to minimize negative impact.

Leadership

Makes self-available to staff; inspires and motivates others to perform well; effectively influences actions and opinions of others; gives appropriate recognition to others; sets and achieves challenging goals; meets challenges with resourcefulness; generates suggestions for improving work; and adapts to changes in the work environment.

Telephone Skills

Asks questions to assess customer needs; handles objections by problem solving; moves smoothly through stages of call; informs customer of special offer; demonstrates effective closing skills.

Active Listening

Listens without interrupting; asks questions to clarify and verify information; paraphrases caller to ensure understanding; identifies essential information.

Customer Communication

Uses voice to create and hold interest; chooses appropriate words and proper grammar; projects confidence and professionalism; speaks and writes with a positive tone.

Product Expertise

Knows product features; understands marketplace; shares expertise with others; matches products and services to customer needs; understands how products work and solve customer problems.

Language Skills

Outstanding oral and written communication skills; must be able to address different audiences. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors. Native level English ability.

Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills

To perform this job successfully, an individual should demonstrate proficiency with Company CMS systems, communication tools, and Microsoft Office tools.

Other Abilities and Qualifications

Strong work ethic and excellent motivation skills. Working knowledge of basic business principles and concepts. Ability to multitask and cope with pressure and multiple deadlines with minimal supervision. Extremely thorough, accurate and consistent work style. Pro-active nature. Developed organizational and writing skills. Trustworthy and can handle confidential information with extreme discretion.

Ability to perform a variety of complicated tasks, relying on instructions, pre-established guidelines, experience, and independent judgment to plan, and accomplish goals. Exhibit a wide degree of creative problem-solving ability.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

In this position, the Customer Care Supervisor is required to hear, see, walk, as well as the ability to sit for up to 3 hours at a time and respond to Advisors, Lead, and Managers requests verbally and at a computer terminal in an office setting. This person will use hands to finger, handle, or feel the keyboard and phone system to talk or hear. The employee may occasionally lift up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Requires occasional extended hours and flexibility based on business needs.

Customer-focused environment.