Customer Service Supervisor

Position: Customer Service Supervisor
Location: Remote
Department: Customer Service
Reports To: Customer Service Manager

About Us:
Knovon is a leading community-driven organization dedicated to empowering youth and young adults through innovative technology and software engineering education. Our mission is to inspire the next generation of technology leaders by providing hands-on learning experiences and creating cutting-edge applications. Join us in shaping the future of technology and AI development!

Job Summary:
We are seeking a dedicated and experienced Customer Service Supervisor to join our team. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a commitment to delivering exceptional service. This role involves overseeing the daily operations of the customer service team, ensuring high-quality support, and fostering a positive and productive work environment. This position is part of the Knovon Volunteer community.

Key Responsibilities:

• Supervise and support the customer service team, providing guidance and assistance as needed.
• Ensure that customer inquiries and issues are resolved promptly and effectively.
• Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Handle escalated customer complaints and complex issues, working to find effective resolutions.
• Train and mentor new customer service representatives, ensuring they are equipped with the necessary skills and knowledge.
• Maintain up-to-date knowledge of Knovon’s products, services, and policies.
• Collaborate with other departments to address customer concerns and improve overall service quality.
• Analyze customer service metrics and prepare reports for management.
• Foster a positive team environment that encourages collaboration, accountability, and continuous improvement.

Recommended Qualifications:

• 3+ years of experience in customer service, with at least 1 year in a supervisory role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle difficult customer situations with empathy and professionalism.
• Strong problem-solving and decision-making abilities.
• Ability to work effectively in a remote, collaborative team environment.
• Proficiency with customer service software and tools.

Preferred Qualifications:

• Experience in the technology or education sectors.
• Familiarity with CRM systems.
• Additional languages are a plus.

What We Offer:

• Opportunities for professional growth and development.
• A dynamic and collaborative work environment.
• The chance to work on exciting and innovative projects.
• The opportunity to make a meaningful impact in the world of technology and education.