Customer Success Contact Center Supervisor

Are you ready to take the next step in your career and lead a dynamic team to success? Mood is looking for an experienced and passionate Customer Success Contact Center Supervisor to support and guide our CX team. In this leadership role, you’ll oversee and assist our agents, ensuring they excel in delivering outstanding customer service and support, while finding opportunities to upsell and retain. If you thrive in a fast-paced environment, have a passion for mentoring, and are dedicated to enhancing customer experiences, we want to hear from you!

Why Join Mood?

At Mood, we’re not your average company. We’re a vibrant and innovative online dispensary that features legal cannabis products tailored to set each customer’s mood. We are dedicated to offering our customers nothing but the highest quality products with top-notch customer service. Our team is filled with energetic and creative individuals who are passionate about making a difference. We take pride in our fun-loving culture and celebrate the uniqueness of each team member.

What You’ll Be Doing

As a Customer Success Contact Center Supervisor, you will:

• People Management:
• Lead, mentor, and motivate a team of Customer Success / Loyalty Agents to deliver exceptional customer service.
• Foster a positive and collaborative work environment, encouraging professional growth and development.
• Escalation Management:
• Handle complex customer issues and escalations, ensuring prompt resolution while maintaining a customer-centric approach.
• Change Management:
• Lead and implement changes to improve processes, tools, and workflows within the Customer Success Contact Center team.
• Ensure smooth transitions during policy updates, software changes, communications, various forms of redirections or changes, and team restructuring by effectively communicating and supporting team members.
• Refund and Store Credits:
• Oversee the process of issuing refunds and store credits, ensuring accuracy and compliance with company policies.
• Agent Support:
• Offer guidance and support to Customer Success / Loyalty Agents, empowering them to excel in their roles and resolve customer inquiries efficiently.
• Provide consistent communications, coaching, training, and support to associates while focusing on achieving and exceeding performance standards and ensuring an ideal customer experience.
• Quality Assurance Coaching:
• Implement rigorous quality assurance processes to ensure consistent adherence to service standards.
• Identify areas for improvement and implement training initiatives and coaching plans as needed.
• Productivity Monitoring:
• Track and analyze agent performance to ensure efficiency and high-quality customer interactions.
• Measure and manage key contact center metrics such as call handling time, resolution rates,adherence to schedules, productivity, CSAT/Customer Experience, quality assurance, sales and retention metrics, and more.
• Other Duties:
• As a fast-growing startup, our team values versatility. Many of us wear multiple hats as needed to get the job done!

What You’ll Bring To The Team

• Leadership experience in customer success, customer service, sales and retention, call or contact centers, and/or related fields.
• Proven ability to manage, mentor, and develop teams in a remote or contact center environment.
• Strong problem-solving and conflict-resolution skills.
• Experience in handling escalations with a calm and customer-centric approach.
• Excellent verbal and written communication skills.
• Experience with customer service tools and CRMs.
• Ability to thrive in a fast-paced and evolving environment.

What’s in It for You?

• Competitive pay and comprehensive health insurance package.
• Generous paid time off and employee discounts on Mood products.
• Fully remote—work from anywhere!
• Opportunities for career growth and leadership development.
• A dynamic and inclusive work environment where creativity is encouraged and celebrated.

Ready to Lead the Way?

If you’re excited about guiding a talented customer success team and making a meaningful impact at Mood, we encourage you to apply. We’re not just looking for a candidate—we’re looking for a leader who will help shape our future.

Hit the “Apply” button and let’s start this journey together!