Customer Service Supervisor

Customer Service Supervisor - minimum 6 month term

Leeds / Hybrid 

Our purpose is to positively impact people’s lives every day in every home around the world! We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do. 

As a Customer Service Advocacy Supervisor, you will represent the SharkNinja brand by delivering exceptional experiences rooted in unreasonable hospitality. In this role, you will lead a team of five Customer Service Advocates, ensuring operational excellence while actively engaging with customers to resolve inquiries and build lasting loyalty. You will promote SharkNinja products and services by identifying customer needs and positioning solutions that enhance product experiences. Address inquiries related to order status, pre-order questions, returns, troubleshooting, and other service concerns. Use a customer-first mindset to share targeted product features and benefits, driving satisfaction and loyalty. 

 What You'll Do: 

• Lead and coach a team of 5 Customer Service Advocates, delivering regular feedback, training, and development to drive high performance. 

• Oversee customer interactions across all contact types within EMEA, ensuring timely resolution of inquiries and concerns. 

• Handle escalated consumer complaints with empathy and professionalism 

• Monitor and maintain service quality to meet or exceed Key Performance Indicators (KPIs). 

• Clarify customer needs, apply critical thinking, and leverage decision-support tools to resolve complex or non-standard issues. 

• Demonstrate active listening and empathy, building rapport while addressing customer concerns effectively. 

• Maintain comprehensive knowledge of client products, services, and updates. 

• Contribute to initiatives aimed at improving customer satisfaction and overall business performance. 

• Accurately track, document, and retrieve case details using the call tracking system. 

• Leverage AI tools to support improvements in the consumer journey  

What You'll Bring: 

• Proven experience in customer service, call center, or similar service-oriented roles. 

• Minimum 2 years of experience managing a customer service team. 

• Exceptional verbal and written communication skills. 

• Strong problem-solving ability, including independent research and resource utilization. 

• Skilled in active listening and empathetic engagement with customers. 

• Ability to quickly learn and adapt to new product features and launches. 

• Collaborative team player with a solution-oriented mindset. 

• High emotional intelligence; able to remain calm and professional during challenging interactions. 

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