Customer Service Supervisor
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
We’re looking for a Customer Service Supervisor to own the customer experience end-to-end while leading a small customer service team.
You’ll work directly with the Co-Founder and Strategy & Operations Associate to manage day-to-day customer operations, including inbound calls and emails, sales inquiries, shipping coordination, and post-sale follow-up. You’ll also coach a two-person customer service team, review their work, delegate daily priorities, and help ensure a consistently strong customer experience.
This is a high-autonomy, startup-like environment suited to someone who enjoys wearing multiple hats, solving problems, developing a small team, and taking initiative.
What You’ll Own
Customer Service Leadership
- Lead and support a two-person customer service team.
- Review customer interactions and provide coaching and feedback.
- Delegate daily tasks and help the team stay focused on priorities.
Customer Communication
- Handle customer and lead inquiries by phone and email.
- Spend up to half of the day communicating with customers by phone.
- Provide knowledgeable, professional support and answer product-related questions.
Sales & Quoting
- Turn customer inquiries into quotes and sales opportunities.
- Answer customer questions and complete required paperwork.
- Support customers throughout the sales process.
Post-Sale Support
- Coordinate shipping and delivery-related needs.
- Resolve delivery issues and help ensure a positive post-sale experience.
- Support customers through their initial experience with the company.
Day-to-Day Operations
- Work closely with leadership on customer operations.
- Manage multiple priorities and solve problems as they arise.
- Identify opportunities to improve processes and contribute to the company's growth.
Required Experience & Skills
- Strong customer service and communication skills.
- Comfortable working remotely and independently.
- Comfortable spending up to half of the day on the phone.
- Self-motivated, detail-oriented, and resourceful.
- Strong ability to manage multiple priorities.
- Experience in sales, customer support, and managing a small team is preferred.
- Familiarity with Google Workspace and Microsoft Office is a plus.
- Familiarity with public safety training or firearms industry products is a plus but not required.
- No formal education or specific experience requirements.
What Makes You a Strong Fit
- You take ownership rather than waiting for instructions.
- You’re confident communicating with customers and handling different situations throughout the day.
- You enjoy coaching and developing a small team.
- You’re comfortable wearing multiple hats in a growing company.
- You’re resourceful and able to solve problems independently.
- You communicate proactively and keep leadership informed.
- You’re excited by the opportunity to contribute ideas and shape how a growing company operates.
What Success Looks Like
- Customers receive responsive, knowledgeable, and professional support.
- The customer service team has clear direction, consistent coaching, and strong communication standards.
- Quotes, sales inquiries, paperwork, shipping, and post-sale needs are handled accurately and efficiently.
- Customer issues are identified and resolved proactively.
- Day-to-day customer operations run smoothly with minimal supervision.
- You actively identify opportunities to improve processes and create value as the company grows.
Interview Process
- Initial Application
- Spark Hire One-Way Video Interview
- Client Interview
- Offer Stage