Customer Service Supervisor

Who We Are
EarthCam is a global leader in webcam technology that gives construction teams real-time visibility into their jobsites—anytime, anywhere. Our solutions support project monitoring, documentation, promotion, and jobsite security across construction projects worldwide.
Our platform delivers live video, time-lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision-making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley.
We’re a collaborative, hands-on team that builds our technology in-house and works closely across departments to solve real problems for real users.
Job Description
EarthCam is seeking a Customer Service Supervisor to lead a team of customer service representatives in a fast-paced, call center environment.
This role is responsible for managing daily call center activity, monitoring call queues and staffing coverage, coaching representatives, and handling customer escalations.
You will maintain service quality, reinforce team accountability, and ensure customer inquiries are handled efficiently from initial contact through resolution.
Responsibilities
Supervise daily call center operations and provide real-time direction to customer service representatives
Monitor inbound call queues, wait times, abandoned calls, and open tickets to identify and address service delays
Coordinate schedules, breaks, and coverage to maintain appropriate staffing throughout the day
Monitor attendance, schedule adherence, and representative availability
Lead weekly team meetings and regular one-on-one meetings to communicate priorities and review performance
Monitor live and recorded calls, evaluate interactions, and provide actionable coaching
Reinforce call handling standards, professional phone etiquette, accurate documentation, and consistent follow-through
Serve as the escalation point for complex customer concerns and step in to support calls during peak periods
Track first-call resolution, customer satisfaction, quality scores, call handling time, and ticket aging
Prepare performance reports, identify gaps, and implement coaching or corrective action plans
Support onboarding and ongoing training on products, systems, call handling, and escalation procedures
Coordinate with internal departments to resolve customer issues and ensure clear ownership through resolution
Identify recurring call drivers and recommend improvements to workflows, training, and self-service resources
Coach representatives to recognize relevant upsell opportunities and coordinate with Sales when appropriate
Requirements
Who You Are
You are a hands-on leader who stays engaged with the team and daily call center activity
You set clear expectations and hold employees accountable with consistency and fairness
You are comfortable coaching representatives directly and addressing performance concerns
You remain calm and decisive during high call volumes and difficult customer interactions
You balance efficient call handling with service quality and complete issue resolution
You use data to identify problems, adjust priorities, and improve team results
You communicate clearly and bring a dependable, adaptable, and positive approach to leadership
Qualifications
5+ years of customer service experience
3+ years of management experience supervising a customer service or call center team
Experience managing phone-based customer support in a high-volume environment
Experience monitoring call queues, staffing coverage, attendance, and schedule adherence
Demonstrated success coaching representatives and improving measurable team performance
Experience conducting call quality reviews and delivering constructive feedback
Strong understanding of call center metrics, including service levels, average handling time, abandonment rate, and first-call resolution
Experience handling escalated calls and resolving complex customer concerns
Proficiency with call center phone systems, CRM platforms, ticketing systems, and reporting tools
Strong communication, organizational, and problem-solving skills
Experience supporting technology products or working in a B2B environment preferred
Benefits
What We Offer
At EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people-first environment where innovation, growth, and collaboration thrive.
Our benefits include:
· Competitive salaries and performance-based bonuses
· 100% company-paid health insurance (single coverage)
· Dental and Vision insurance
· 401(k) plan with generous company matching
· Paid time off plus paid holidays
· Complimentary breakfasts, lunches, and snacks
· Team events, BBQs, and our annual company Olympics
We’re proud to foster an energetic, entrepreneurial workplace where your ideas matter and your career can grow.
Recruitment Fraud Disclaimer
EarthCam is committed to maintaining a transparent and secure recruitment process. EarthCam communicates with candidates exclusively using EarthCam email addresses and extends job offers solely by telephone. For more information about the EarthCam recruitment process and avoiding fraudulent job offers, please click here.
https://www.earthcam.net/about/careers/recruitmentfraud/

Work arrangement
No