Customer Support Supervisor

Trulieve

. Lead and coach a team of Senior Customer Support Representatives .

Posted 9/21/2026full-timeClearwater • Florida • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and coaching customer support teams to achieve service and quality standards while effectively handling escalations and performance metrics. Proficient in real-time decision-making and operational process improvements within a call center environment.

Highest-signal resume keywords

Team LeadershipPerformance ManagementCustomer Experience FocusReal-Time Decision-MakingBilingual (Spanish)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementService Level MonitoringOperational Process ImprovementReal-Time Queue MonitoringPerformance Metrics Analysis

Soft Skills

Effective CommunicationCoaching and DevelopmentCollaborationProblem-SolvingFlexibility

Certifications & Qualifications

Level 1 Background CheckLevel 2 Background Check

Industry Keywords

Call Center EnvironmentCustomer SupportEscalation ManagementService Quality StandardsWorkload Balancing

About the role

Key responsibilities & impact

Lead and coach a team of Senior Customer Support Representatives
Drive performance against service, quality, and productivity metrics
Provide ongoing coaching, feedback, and development
Monitor real-time performance and adjust team priorities to meet service-level expectations
Manage and resolve escalations
Conduct team huddles, training sessions, and performance discussions
Support corrective action, recognition, and other performance management processes
Handle inbound calls, chats, webforms, and assist queue interactions during peak volumes
Provide real-time support for escalations and complex customer issues
Partner with the Senior Customer Support Supervisor on operational priorities and process improvements
Collaborate with internal stakeholders to resolve customer-experience issues
Support implementation of new processes, tools, and initiatives
Participate in special projects and assigned initiatives

Requirements

What you’ll need

1-2+ years of experience leading teams and managing operational processes within a call center environment
Strong customer experience focus and ability to coach teams to meet service and quality standards
Ability to coach, develop, and manage team member performance
Ability to manage day-to-day operations in a fast-paced environment, including real-time queue monitoring, workload balancing, and priority setting
Ability to handle calls, chats, webforms, and assist queue interactions during peak periods
Strong analytical skills and real-time decision-making ability
Experience managing KPIs, service levels, and individual/team performance metrics
Clear and effective communication across all organizational levels
Ability to collaborate cross-functionally
Bilingual (Spanish) is a plus
Must pass level 1 and level 2 background checks
Must be at least 21 years of age
Ability to work independently with flexibility and personal integrity
Ability to work effectively with team members, business partners, and external customers
Ability to work with patrons of diverse ages and abilities, including individuals experiencing emotional distress or displaying challenging behavior
Must be available for 40+ hours weekly with flexible hours, including occasional evenings, weekends, and holidays
Must be able to perform the stated physical requirements, including lifting, carrying, pushing, and pulling up to 50 lbs.

Benefits

Comp & perks

Comprehensive benefits package
Paid time off