Customer Care Supervisor

About Certus
We sit at the intersection of people and technology—building training and education solutions that help more than 4 million learners each year enter, advance, or reinvent their careers.

Our customers range from individual professionals charting their own path to some of the world's most recognized brands: Amazon, Siemens, Geico, Chick-fil-A, and others who trust us to develop their people at scale.

How We Work
Our teams span software engineering, instructional design, creative writing, consultative sales, marketing, and beyond. Movement between roles isn't just possible; it's encouraged. We're building something that requires people who want to keep growing.

Who Thrives Here

• Self-starters who bring a get-it-done mindset and don't wait for permission

• Builders drawn to a fast-moving industry where the landscape keeps shifting

• Humans who are innovative, brave, kind, and bring their full selves to work

We're committed to a culture where people can be exactly who they are—and where that diversity of perspective makes everything we build stronger.

The workforce learning market is evolving rapidly, and we're helping define where it goes next. If you want work that matters, room to grow, and a team that actually means it when they talk about culture—we should talk.

Job Overview:

The Customer Care Supervisor coaches and motivates assigned Customer Care Specialists, as they field interactions from potential and existing customers. The Supervisor continuously trains, ensuring every Specialist is well prepared for the interactions they will encounter. This role conducts live monitoring sessions and provides real-time feedback, ensuring Specialists have the knowledge required and are fully prepared to meet customer expectations. The Customer Care Supervisor is available and accessible to answer questions and provide ongoing support. This position motivates and inspires Specialists to strive to become self-reliant and prepared to address any questions that arise. The Supervisor is analytical, supportive, and serves as a resource to their team of Specialists.

Responsibilities:

·       Proven experience hiring, coaching, and developing Specialists.

·       Provide supervision, training, and development opportunities to Specialists.

·       Monitor and review phone, chat, and email engagements, including call quality scores, agent statistics, time entries, attendance, escalations, etc.

·       Real-time performance monitoring, including queue allocation, channel management, and call escalations.

·       Investigate and solve customer service complaints.

·       Monitor issues and trends and escalate to management as needed.

·       Ensure Specialists adhere to schedule and are tasked appropriately.

·       Assist with development and implementation of service policies.

·       Enforce policies, up to and including disciplinary action, escalating to Voice and Chat Manager, when needed.

·       Ensure relevant and pertinent up-to-date information is provided and communicated to team in a timely manner.

·       Maintain documentation pertaining to customer service department activities.

·       Identify additional training needs for team.

·       Timecard review and approval.

·       Perform additional duties where needed.