StickerGiant​ provides high quality stickers and labels, fast turnaround and excellent customer service to our customers. Our humble mission is to help people tell their story. Our customers count on us for continuous high-quality products, services and speed. We value employees who are fully committed to StickerGiant, competent and accountable to their team and bring their best every day. We run our company using Open Book Management and Entrepreneurial Operating System (EOS) which allow our employees to see, experience, and take ownership of our shared success together.

The​ Customer Support Supervisor​ serves as the heart and soul of StickerGiant customers. This position oversees our talented Customer Support Representatives who are experts on building great customer relationships. You thrive on taking the reins to solve issues and remove obstacles for others. You are driven to develop your team and keep them focused on the road ahead. You are the master of juggling many tasks simultaneously and have an innate ability to improve operational issues through process improvement. You thrive in a fast-growth, dynamic place where new challenges surface daily.

ESSENTIAL DUTIES & RESPONSIBILITIES

Oversee day-to-day operations of a small team of Customer Support Representatives (CSR) and customers in a high-volume setting

Identify and diffuse difficult situations between CSR and customers through investigation and executing solutions

Respond to customer feedback - positive and negative - take opportunities to educate the customer on products based on feedback

Observe team volume and activity and ensure an equitable delegation of workload

Monitor company, team and individual goals and report metrics essential to CS Director, CS team and the Company

Lead weekly team meetings (L10)

Facilitate effective cross-department communication, especially with other Supervisors

Predict revenue and solve issues to meet the daily and weekly revenue goals

Manage employee performance through coaching and giving effective feedback

Ensure all team members follow core procedures

Grow the team by identifying training and development needs

Create and drive continuous improvement ideas to refine our processes, structure, and communication - both internal and external

Represent StickerGiant Core Values and serve as a value-centric role model to team and with other leaders and employees

As needed, directly assist the team by helping accomplish tasks

EDUCATION AND FORMAL TRAINING

Bachelor’s degree in Business, Communication, Marketing, Psychology or a related discipline preferred

Minimum of 3 years of related work-related experience in a similar role handling direct customer relationships in a sales or service capacity

People leadership experience; leading and growing a team to successful outcomes

KNOWLEDGE, SKILLS, AND ABILITY

Superb attention to the standards of customer service

Entrepreneurial and self-motivated

Ability to close performance gaps, improve communication processes, and provide constructive feedback to direct reports

Critical thinking, especially problem-solving with data-driven approaches

Ability to maintain a close eye on weekly, monthly, quarterly productivity metrics and to communicate and adjust team focus as needed to meet goals

Ability to drive team performance and triage team health issues

Interest and ability to grow professionally with support from StickerGiant

People leadership experiences

LMA Core Responsibilities

This is a people leader role at StickerGiant which requires the following competencies and practices below.

(Leading / Managing / Creating Accountability)

Leading

Works “on the business”

The designer, thinker, planner, visionary

Sets the vision for the team/department/company

Inspires others by connecting the dots from the vision to the execution plan

Managing

Works “in the business”

The builder, do-er, driver

Sets the execution plan for the team/department/company 

Inspires others by clarifying expectations to get the job done

Remove obstacles for people, process, technology, product

Hold Accountable

Recognizes and rewards their people

Corrects performance when necessary

Run L10 Meetings (team/department-level weekly meetings)

People Management Tasks

Hire, promote and terminate employees

Participate in pay discussions

Mentor, advise and coach

Assign and evaluate employee’s work

Conduct quarterly check-in reviews

StickerGiant is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation