Supervisor I - Business Success Team

JOB SUMMARY

The Supervisor, Business Success Team is responsible for leading day-to-day operations and performance of the Business Success Team through service and customer success activities. Approximately 75% of this role is dedicated to supervision: coaching, performance management, escalations, and operational execution to meet customer experience and productivity objectives. Approximately 25% is dedicated to direct management of an assigned book of commercial accounts, including complex logistics, billing support, and relationship coordination, so the supervisor remains close to the work the team performs.

This role provides bi-weekly coaching to team members, weekly check-ins with direct leadership on team and account status, and serves as a primary escalation point for customer and operational issues the team cannot resolve independently. The Supervisor partners with cross-functional stakeholders to improve processes, protect service levels, and drive continuous improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Team Leadership, Coaching, and Performance Management (~75%)

Daily Operations

Run day-to-day operations for assigned channels and workflows; monitor team workload and prioritize support where needed.

Monitor new orders on a day-to-day basis to ensure timely coordination and appropriate team support.

Monitor reports for incoming business across the team, including Corporate Relocation, Business Support and account management, and act on trends, coverage needs, or escalations as needed.

Responsible for invoice validation for all third-party services, ensuring accuracy of charges on customer accounts; approve third-party services prior to booking.

Manage daily data feeds for high-level projects; distribute work and manage workload across the team to balance priorities and meet deadlines.

Ensure coordinators are on the clock and working during scheduled hours. When a coordinator is not working, on leave, or needs to call off, they must notify the Supervisor promptly so the Supervisor can confirm other coordinators are aware, adjust coverage as needed, and ensure account partners are prepared to step in for affected customers.

Serve as the primary point of contact for escalations and for resolving sensitive customer or operational matters that coordinators cannot resolve independently; resolve in the best interest of the customer and the company, including root-cause assessment and appropriate follow-through where applicable.

Monitor Microsoft Teams chat and assist coordinators when needed.

Provide hands-on assistance to coordinators as needed to resolve operational issues; deliver support via Microsoft Teams, phone, or other approved channels.

Bi-Weekly Coaching and Development

Conduct bi-weekly coaching with each direct report, or on a cadence defined with leadership; review assigned accounts, upcoming projects, developmental goals, quality, and productivity.

Deliver feedback to the individual during coaching and provide feedback through written communication as appropriate.

Support new hire onboarding and ramp; ensure associates meet productivity and quality standards while following all policies and approved procedures.

Performance Management

Own team-level and individual performance management for direct reports, including goal setting, ongoing feedback, documentation, and partnership with HR on corrective action when required (hiring/termination and pay decisions per company policy and manager guidance).

Own team KPIs for the Business Success Team (e.g., CSAT, schedule adherence, quality scores, and any retention or growth metrics assigned to the team).

Track performance daily and weekly; identify coaching gaps early and address them proactively; recognize strong performance and foster an accountable, positive team culture.

Quality, Process, and Strategy

Support rollout of new tools, workflows, and process changes; ensure adherence to methodologies that maximize performance and customer satisfaction.

Contribute to execution of team and department strategies on high-level projects, including service, retention, and growth objectives as defined for the Business Success Team.

Reporting and Leadership Cadence

Provide a weekly check-in to direct leadership covering team performance, escalations, risks, staffing and adherence, key account issues within the team portfolio, and actions taken or planned.

Provide additional updates on team performance, trends, and operational issues as needed; coordinate with cross-functional partners to ensure smooth handoffs and a consistent customer journey.

Direct Account Management (~25%)

Manage an assigned portfolio of commercial accounts directly (volume and tier defined by leadership).

Serve as primary point of contact for day-to-day account needs: scheduling and logistics coordination, billing and invoicing questions, rebate or program tracking, and coordination with franchise and corporate operations as needed.

Handle complex orders and requests requiring judgment, cross-functional coordination, or project-style management, including seasonal or high-volume initiatives within the assigned book.

Participate in account reviews (phone or onsite as required) and maintain relationships with customers and internal partners that are customer- and profit-focused.

Escalate and resolve account-level issues that inform team coaching, process improvement, and leadership visibility (aligned with weekly check-ins).

Note: The 75/25 split is a role design expectation; actual time may flex uring peak periods, open positions, or critical account events.

May perform other duties and responsibilities as assigned.

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

Typically reports to Management. Direct supervisor job title(s) typically include: Mgr I - Commercial Strategic Accounts

Job is directly responsible for direct report (e.g., hiring/termination and/or pay decisions, performance management)

JOB QUALIFICATIONS: Education & Experience Requirements

- 1–2+ years of experience in a contact center, customer service, or commercial support environment.

- Prior experience leading, mentoring, or training others (formal or informal) preferred.

- Comfort working in a metrics-driven environment across both voice (Service) and chat/messaging channels.

- Strong coaching instincts and the ability to give clear, real-time feedback.

- Working knowledge of contact center KPIs (AHT, FCR, CSAT, adherence) and what drives them.

- Calm, solution-oriented approach to de-escalating customer issues.

- Proficiency with CRM (e.g., Salesforce), telephone, and chat/messaging platforms.

- High school diploma required; some college or equivalent experience preferred.

Preferred:

- Experience in logistics, moving/storage, home services, or similar B2B/B2C hybrid industries.

- Familiarity with real-time queue monitoring and workforce management tools.