Customer Service Supervisor

We are seeking a dedicated Customer Service Supervisor to lead a small team and manage the entire customer experience from start to finish. This full-time, remote role requires working U.S. business hours and involves close collaboration with the Co-Founder and Strategy & Operations Associate. The successful candidate will oversee daily customer operations, including handling inbound calls and emails, managing sales inquiries, coordinating shipping, and providing post-sale support. This position suits someone who thrives in a startup-like environment, enjoys problem-solving, coaching a team, and taking initiative across multiple responsibilities.

Key Responsibilities

Customer Service Leadership:
Lead and support a two-person customer service team by reviewing their interactions, providing coaching and feedback, delegating daily tasks, and ensuring the team stays focused on priorities.

Customer Communication:
Manage customer and lead inquiries via phone and email, spending up to half the day on calls. Deliver knowledgeable and professional support, answering product-related questions effectively.

Sales & Quoting:
Convert customer inquiries into quotes and sales opportunities. Address customer questions, complete necessary paperwork, and support customers throughout the sales process.

Post-Sale Support:
Coordinate shipping and delivery needs, resolve any delivery issues, and ensure customers have a positive experience after purchase. Assist customers during their initial engagement with the company.

Day-to-Day Operations:
Collaborate closely with leadership to manage customer operations, juggle multiple priorities, and solve problems as they arise. Identify process improvements and contribute to company growth.

Required Qualifications

- Strong customer service and communication skills.
- Ability to work remotely and independently.
- Comfortable spending significant time on the phone with customers.
- Self-motivated, detail-oriented, and resourceful.
- Proven ability to manage multiple priorities effectively.
- Experience in sales, customer support, and managing a small team is preferred.
- Familiarity with Google Workspace and Microsoft Office is a plus.
- No formal education or specific experience requirements.

Preferred Qualifications and Additional Information

- Experience or familiarity with public safety training or firearms industry products is advantageous but not mandatory.
- Candidates who take ownership, communicate confidently with customers, and enjoy coaching and developing a team will excel in this role.
- The ideal candidate is comfortable wearing multiple hats in a growing company, is resourceful in solving problems independently, communicates proactively with leadership, and is eager to contribute ideas that shape company operations.

What Success Looks Like

Success in this role means customers receive responsive, knowledgeable, and professional support consistently. The customer service team operates with clear direction, ongoing coaching, and strong communication standards. Sales inquiries, quotes, paperwork, shipping, and post-sale needs are handled accurately and efficiently. Customer issues are anticipated and resolved proactively, and daily operations run smoothly with minimal supervision. Additionally, the supervisor actively identifies opportunities to improve processes and add value as the company expands.

Interview Process

The hiring process includes an initial application, a one-way video interview via Spark Hire, a client interview, and finally, the offer stage.