Customer Assurance Supervisor

📋 Description

• Lead the Customer Assurance team, staffing and performance management.
• Set department policies and workflows for live chat, email, and outbound.
• Design and improve QA program, scoring, coaching, and calibration.
• Monitor queues, volumes, productivity, and resource needs.
• Establish escalation policies and handle complex issues.
• Direct coaching, onboarding, and performance management initiatives.

🎯 Requirements

• 3+ years of leadership in customer service, quality assurance, or related field.
• Experience managing live chat, email, or digital communications.
• Proven coaching and development of employees to improve performance.
• Strong QA, service-level management, workflow design, CX operations.
• Ability to establish policies, procedures, standards, and escalation frameworks.
• Strong analytical skills to interpret KPIs and trends.

🎁 Benefits

• $50,000–$55,000 annual salary.
• Fully remote work within the United States.
• Salaried, exempt leadership position with autonomy.
• Shape customer experience, workflows, policies, and standards.
• Lead a customer-facing team and coach staff.
• Cross-functional collaboration with Customer Success, Operations, and Marketing.