Customer Success Supervisor

Job Description

Job Description

KO Business Solutions is a family-owned consulting firm proud to work with a manufacturing company in Elk Grove Village, IL who is seeking a Customer Success Supervisor to help lead their team. The Customer Success Supervisor is responsible for leading and managing a team of customer service representatives in delivering exceptional support. This role requires an enthusiastic, proactive, experienced leader who thrives in a fast-paced environment and can coach, motivate, and manage a team to achieve excellence in customer service while continuously improving quality and operational efficiency.

Schedule : Monday - Friday, 8 : 30 am - 5 pm

Location : Elk Grove Village, IL

Job-Type : Direct Hire, Full-time

Pay-Rate : $70,000-$80,000 / yr

Primary Job Responsibilities :

• Supervise daily operations of the customer service team, ensuring performance goals are met.
• Model the behaviors for creating a service-excellence, customer-centric culture where the team feels engaged and empowered to deliver leading results.
• Manage the Net-Promotor Score customer satisfaction process, maintaining survey cadence, addressing areas of immediate concern, and developing strategies to address priority issues.
• Provide coaching, training, and development opportunities for representatives.
• Monitors and direct development of staff through performance reviews, KPIs, recommends promotions, salary increases, special recognition, correction action, and termination.
• Be the point of escalation to resolve complex customer issues.
• Manage schedules and staffing to maintain optimal coverage and productivity.
• Collaborate with cross-functional teams to enhance the customer experience.
• Identify and implement process improvements based on customer feedback and operational insights.
• Handle reporting, documentation, and analysis of team performance metrics.
• Additional projects as assigned

Knowledge, Skills, Abilities :

Minimum Job Requirements :

Benefits :

Equal Opportunity Employer

KO Business Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Job type : Direct Hire

Salary : $70,000-$80,000 / yr

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