Customer Engagement Supervisor

We are seeking a results-driven and experienced Supervisor to lead and support a team of professionals who serve as the key point of contact between our organization and customers. This team is responsible for onboarding support, operational excellence, data and document management, and regulatory compliance. The Supervisor will ensure team members meet performance goals, maintain timely communication and task management, adhere to established workflows, and consistently deliver exceptional service to customers. In this role, the Supervisor will play a critical part in fostering positive customer relationships, resolving escalated issues, and driving operational excellence. This position requires strong leadership, organizational skills, and the ability to foster collaboration across internal teams while continuously identifying opportunities for improvement.

Responsibilities

Supervise and provide guidance to team members handling customer communication, relationship management, onboarding, and data management tasks, ensuring they meet quality and productivity standards; Monitor and assess individual and team performance, delivering regular feedback, coaching, and training; Assign and prioritize tasks to ensure team members meet deadlines and maintain efficiency; Serve as a mentor and resource for team members, fostering their professional growth and development; Act as the first point of escalation for complex customer or compliance issues, providing guidance and ensuring prompt resolution; Ensure team members handle inbound and outbound calls, email correspondence, and customer inquiries with professionalism and efficiency; Monitor the team's progress on onboarding tasks and proactively address bottlenecks; Enforce adherence to established workflows and procedures for data validation, document review, and regulatory checks; Maintain organized and accurate records to support internal and external audits; Facilitate cross-functional collaboration with internal departments such as operations, sales, and account management; Supervise the review and validation of customer information to ensure data accuracy, consistency, and compliance; Oversee accurate documentation of customer interactions, updates, and task progress in internal systems

Requirements

Bachelor's degree in business administration, operations management, customer service, or a related field, or equivalent experience required; 3+ years of experience in customer onboarding, account setup, customer operations, data management, or a related field required

Nice to have

Certification in customer experience customer service management, or equivalent; Less than 2 years of experience in a management capacity