Position Summary : As a Customer Care Supervisor , you will lead a team of customer service representatives, ensuring exceptional service delivery and efficient resolution of customer inquiries. This role requires a proactive leader who can mentor staff, manage performance, and support daily operations in a fast-paced, customer-focused environment.

Responsibilities :

- Supervise day-to-day operations of the customer care team, ensuring quality and efficiency in all customer interactions.
- Coach, train, and mentor team members to ensure high levels of performance and engagement.
- Handle escalated customer issues with professionalism and efficiency, striving for swift and satisfactory resolution.
- Conduct performance reviews, provide feedback, and support employee development and retention efforts.
- Collaborate with management to improve processes, procedures, and overall customer experience.
- Maintain accurate records of customer interactions, escalations, and performance metrics.
- Assist in hiring and onboarding new customer care team members.
- Stay informed of company policies, services, and promotions to support and guide the team effectively.

Education :

- High school diploma or equivalent required; associate or bachelor’s degree preferred.

Experience :

- 2+ years of experience in a customer service environment, with at least 1 year in a supervisory or leadership role.




- Parking industry or call center experience a plus.
- Working knowledge of Teams, Outlook, Excel, Word, Power Point, Dynamics CRM, and General Microsoft Office Applications

Skills :

- Strong communication, problem-solving, team building, and organizational skills.
- Ability to work under pressure and manage competing priorities.
- Ability to speak, read, and comprehend English language.
- Bi-lingual abilities, including Spanish, are preferred but not required.
- Demonstrates a sense of urgency and timeliness.
- Demonstrates the ability to seek improvement.
- Versátil schedule availability, including potential evenings or weekends as needed.

Physical Demands :

- Ability to lift, push and pull at least 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential duties/functions.

Requirements added by the job poster

- Working in an onsite setting
- 2+ years of experience in Customer Service

Experience :

- Customer Service: 2 years (required)
- Customer Service Supervisor: 1 year (required)

Language :

- English (required)

Location :

- Santa Marta, Magdalena (required)

Work Location: In person

📌 Customer Care Supervisor (Santa Marta)
🏢 EmpireOne Contact Center
📍 Santa Marta