Skylight, a company dedicated to connecting loved ones through simple products that improve family life, is hiring a Customer Support Team Supervisor for our Calendar Concierge Team. In this role, you will lead a team of customer support agents, focusing on performance management, quality assurance, and training to ensure high-quality customer interactions.
What You'll Do
- Drive team quality and performance by maintaining high standards across all customer communication channels and ensuring KPIs are met.
- Provide regular coaching and feedback to support agent growth and performance.
- Oversee quality assurance for Zendesk tickets, live chat, and social media responses.
- Use QA insights to drive training, refine workflows, and reinforce best practices.
- Lead hiring, onboarding, and training for new Concierge team agents.
- Own and evolve customer-facing initiatives and programs to help the team better serve users.
- Serve as a key cross-functional partner, staying aligned with evolving product, operations, and support initiatives.
- Lead planning and execution of team coverage during high-volume periods such as Q4 and Mother’s Day.
What We're Looking For
- Deep experience in the leadership and performance management of front line customer service agents.
Technical Stack
- Zendesk
Team & Environment
You will lead a team of customer support agents (Calendar Concierge Team). We operate in a customer-obsessed environment, thinking often about the thousands of smiles we put on customers' faces.
Work Mode
This is a remote position.
