Customer Service Supervisor

Public sector agencies, utilities and large health systems license our asset management platform under multi-year contracts. Laptops are MacBook Pros, and you pick your own editor.

About the role:

We're looking for a Customer Service Supervisor to join our team. This is a remote role. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We are headquartered in London and have been hiring remotely since 2020. This is a full-time remote role. We use an employer of record in the US, so you get a proper employment contract, not a freelance agreement. Working hours overlap with UK business hours.

What you'll do:

• Update customer records accurately.
• Process returns, exchanges, refunds and address changes.
• Look up orders, accounts and shipping status in the CRM and order system.
• Follow scripts and required disclosures on recorded lines.
• Notice repeat problems and report them to your team lead.

Qualifications:

• 7+ years of customer service, retail, hospitality or call center experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Able to sit at a workstation and wear a headset for a full shift.
• Reliable attendance. Schedule adherence is tracked.

Nice to have:

• Knowledge of e-commerce order systems such as Shopify.
• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience.

Compensation: $26.00-$30.50/hr DOE.

Perks and benefits:

• Paid sick days.
• Annual salary review.
• Home office setup budget.
• Wellness allowance.
• 20 days paid time off.
• Paid parental leave.
• Monthly internet allowance.

EOE. We participate in E-Verify.

Offers are contingent on a background check and drug screen.

We review applications on a rolling basis.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Galbraith Labs.