# Customer Service Supervisor

**Company:** [Pavago](https://jobs.workable.com/companies/oLah2TugS95w5whXCdpTG3.md)
**Location:** Remote
**Workplace:** remote
**Department:** Candidate Sourcing

[Apply for this job](https://jobs.workable.com/view/98a65d5e-1b78-4d2c-80b1-2e2576d4f3d0)

## Description

**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

1.  Initial Application
2.  **Spark Hire One-Way Video Interview**
3.  Client Interview
4.  Offer Stage