Customer Support Supervisor

About the Role:

The Call Center Supervisor assists senior leadership by overseeing day-to-day operations and management of Customer Care staff and Call Center functions. This role is remote, but you must be based in the greater San Antonio, TX area (within 50 miles of city center).

Day to Day:

• Perform billing & credit research to resolve customer inquiries

• Conduct customer credit request reviews and approvals

• Act as liaison between Service Center and clients and between Service Center and other departments

• Analyze daily call result reports, update spreadsheets, and provide statistics to Service Center staff and management

• Coach agents on work performance and other work issues

• Monthly monitoring of team to ensure quality standards

• Develop, coach and reinforce training

• Facilitate departmental Team meetings

• Handle and resolve escalated customer issues and calls when necessary 

• Maintain up-to-date technical proficiency in all systems essential for the assigned supervisory team 

• Attend Inter-Departmental Meetings and report back

• Ability to set clear expectations (goals/tracking)

• Facilitate career pathing discussions with team members to support professional growth

• Generate innovative ideas to drive business growth and efficiency 

What you bring to the table:

• 2-3 years prior customer service experience, preferably in a Call Center environment

• Demonstrated experience driving metric results for yourself and a team

• Excellent verbal & written communication skills with attention to detail and the ability to relay complex information in a digestible format to others.

• Ability to comprehend complex instructions, correspondence, and regulations

• Ability to interpret and leverage data to identify trends and drive strategic improvement

• Proven ability to juggle multiple tasks and seamlessly adjust to changing priorities and schedules 

• Ability to handle emotional and high-stress calls with empathy, remaining patient and calm to understand the caller's reason for the call and respond appropriately 

• Working knowledge of internal CRM’s and Salesforce

• Applies strong business acumen, active listening, and creative problem-solving to effectively resolve issues 

• Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality

It would be great if you also had:

• Bachelor's degree (preferred)

• Proficiency in Microsoft and Google Suite

• Commitment to excellence and consistent high performance

• Likes to work hard, have fun, laugh, and be a part of a winning team

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $55,000-60,000 but may vary depending on job-related knowledge, skills, experience and location.