Customer Service Supervisor

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Customer Service Supervisor

Your Role

As a Customer Service Supervisor, you will lead and develop a team of 10–12 customer service representatives in a fast-paced environment that directly supports our Sales organization. You will be responsible for managing team performance across the order-to-fulfillment cycle, ensuring service levels are met, and driving continuous improvement in processes, policies, and training. Your day-to-day will include coaching team members of varying seniority levels, setting individual and team goals, and using performance data to make operational decisions. You will oversee functions such as sales support administration, logistics coordination, key account management, and customer escalation resolution. You will also be accountable for contact center KPIs—including phone abandonment rate, speed to answer, schedule adherence, and login time—and will regularly report results and strategic updates to senior leadership. This role requires a minimum of 3 years of experience directly supervising teams in customer service or operations environments.

Who You Are

• You have demonstrated experience directly supervising and coaching customer service or operations teams of 10 or more people.
• You have a proven track record of managing contact center KPIs such as phone abandonment rate, speed to answer, unavailability, schedule adherence, and login time.
• You bring hands-on experience with the order-to-fulfillment cycle, including sales support, logistics coordination, or key account management.
• You are proficient in Microsoft Office, particularly Excel, and have used data and reporting tools to drive team performance decisions.
• You have experience building individual development plans (IDPs), conducting regular coaching sessions, and providing structured performance feedback.
• You hold advanced English proficiency (C1 minimum; C2+ preferred) with strong written and verbal communication skills.
• You have exposure to Oracle, SAP, or similar Web-Based Order Management and Call Center systems (training on internal systems will be provided).
• A B.S. in Business Management, Operations, or Logistics is preferred.

Employment Details

• Location: Costa Rica.
• Travel: Occasional travel may be required based on business needs.
• Scope: This position reports to the Customer Service Manager and supports the regional Sales organization.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!

Job Requisition ID:  298099

Location:  Costa Rica

Career Level:  C - Professional (1-3 years)

Working time model:  Full-time

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our Candidate Services team at 844-655-6466 from 8:00am to 5:30pm ET Monday through Friday. If you are a resident of a Connecticut or Colorado, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request.  You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

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Job Segment: Call Center Manager, Call Center Supervisor, Call Center, Sales Support, Customer Service, Sales

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