Supervisor, Customer Service

About the position

The Supervisor, Customer Service at Under Armour is responsible for leading and developing the customer service team across various communication channels, including phone, chat, email, SMS, and social media. This role emphasizes creating an exceptional service experience for customers while managing the performance and growth of customer service representatives. The position requires flexibility in scheduling, including evenings and weekends, to ensure comprehensive support for the team and customers.

Responsibilities

• Lead, coach, and develop the customer service team across all communication channels.
• Participate in interviewing, selection, hiring, and training of employees.
• Evaluate interactions to track performance and coach to business competencies and requirements.
• Conduct regular performance evaluations for teammates, providing constructive feedback and identifying areas for improvement.
• Cultivate an environment of Customer Engagement to create an unrivaled service experience.
• Resolve escalated customer issues related to product, process, or service deficiencies.
• Develop recommendations to improve the customer service experience based on data and industry trends.
• Compile and analyze 'Voice of the Customer' data for business insights.
• Drive revenue through all communication channels by implementing a 'Sales through Service' model.
• Collaborate with management to design and support events that build team morale.
• Partner with the Workforce Management Team to address scheduling conflicts and improve workflows.
• Address teammate concerns and resolve problems.

Requirements

• Proven leadership abilities with experience in training, coaching, and performance evaluation.
• Exceptional oral, written, and interpersonal communication skills.
• Ability to evaluate processes and recommend changes for efficiency and goal achievement.
• Intermediate proficiency with PC software.
• Bachelor's degree or equivalent work experience.
• 2+ years of work experience in customer service.
• 1+ year of people management experience.
• Proficient in Microsoft Office suite.
• Salesforce Service Cloud experience is a plus.

Nice-to-haves

• Experience in a remote work environment.
• Knowledge of customer service best practices and trends.

Benefits

• Paid 'UA Give Back' Volunteer Days to support local community initiatives.
• Under Armour merchandise discounts.
• Competitive 401(k) plan matching.
• Maternity and parental leave for eligible teammates.
• Health and fitness benefits, discounts, and resources.