Customer Care Supervisor

Quenchwater is hiring a Customer Care Supervisor for a remote role serving customers across North America. You'll lead a team of 8–15 professionals, driving retention and satisfaction while managing daily operations and coaching staff to exceed goals in this full-time position.

What This Role Involves

As a Customer Care Supervisor at Quenchwater, you'll oversee a hands-on team that handles account management, issue resolution, and customer retention for our subscription-based water solutions business. This is a hybrid leadership role where you split time between directing your team's development and contributing directly to operational needs—no ivory tower management here. You'll use performance metrics and customer feedback to identify improvement opportunities, mentor staff through coaching, and solve escalations that impact both customer outcomes and employee growth.

Responsibilities

• Supervise, coach, and develop a team of 8–15 customer care specialists; conduct performance reviews and create individualized development plans
• Set and monitor workload distribution, staffing levels, and scheduling to align with call volume and business priorities
• Own quality standards through audit reviews, SOP compliance checks, and real-time feedback on customer interactions
• Drive achievement of productivity, quality, satisfaction, and customer retention metrics; interpret dashboards and trending data to guide corrective action
• Serve as first point of escalation for customer and team member concerns; resolve issues with speed and fairness
• Partner across departments to address systemic service gaps and improve the customer experience
• Manage administrative functions including scheduling, attendance, queue oversight, and regulatory compliance
• Contribute to training materials, call scripts, and process improvements that boost efficiency and deflect avoidable contacts

Skills & Qualifications

• 3+ years in customer service or contact center leadership, preferably in subscription or account management environments
• Proven track record of coaching teams to hit KPIs and managing staff performance conversations
• Familiarity with workforce planning (scheduling, forecasting, occupancy management)
• Hands-on experience with CRM platforms, PowerBI, Salesforce, or similar reporting tools
• Accountable, customer-first leader who thrives under pressure and demonstrates adaptability and urgency
• Strong verbal, written, and one-on-one communication skills
• Detail-oriented and organized; able to juggle multiple priorities with follow-through
• Comfortable interpreting performance dashboards and using data to inform decisions
• Problem-solving and conflict resolution mindset; composed decision-maker in difficult situations

Why Join Quenchwater

Quenchwater delivers sustainable water solutions to over 120,000 customers, helping eliminate single-use plastic while serving the needs of environmentally conscious businesses. You'll work for a growing, NYSE-listed organization backed by private equity, with 1,600+ team members across North America. This remote supervisor role offers the leadership challenge of building a high-performing team while contributing to a mission-driven company that values innovation, integrity, and genuine customer relationships.

Next Steps

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.