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 • Initial Application • Spark Hire One-Way Video Interview • Client Interview • Offer Stage #LI-AG1