Supervisor, Customer Service

About Us

At Home Sweet Home, we help people navigate one of life's biggest transitions — moving into a new home. Our team of Customer Service Coordinators (CSCs) and Customer Service Specialists (CSSs) works directly with transferees and channel partners to make relocation as smooth as possible. We're looking for a Supervisor, Customer Service who's ready to lead, coach, and grow a high-performing team.

About the Role

As Supervisor, Customer Service, you'll be the driving force behind your team's performance and development. This isn't just a role about keeping the trains running — it's about building people up. You'll coach individuals through real-time feedback, use data to spot opportunities before they become problems, and create a team culture where people want to do their best work.

You'll report to the Operations Manager and split your time between people leadership, performance management, and staying close to the day-to-day work as a hands-on subject matter expert.

What You'll Do

Lead & Develop Your Team

• Coach, mentor, and develop a team of CSCs and CSSs through regular 1:1s and performance conversations
• Deliver clear, actionable feedback - both recognition and correction - to drive growth
• Build a positive, accountable team culture rooted in collaboration and high performance
• Identify high-potential team members and support their path forward
• Lead and engage a hybrid team, adapting your coaching and communication style for both on-office and remote employees
  
  

Manage Performance & Productivity

• Monitor key productivity and quality metrics, using data to guide coaching and decision making
• Set workload rotation and manage daily assignments across the team
• Ensure consistent process adherence, addressing gaps as they arise
• Prepare and present performance reports to the Operations Manager
• Implement corrective action plans when needed and track progress
  
  

Stay Connected to the Work

• Serve as the first point of contact for escalations
• Maintain a personal file load and stay hands-on as the subject matter expert on CSC/CSS work
• Collaborate cross-functionally with Network Management, CRM, and Accounting teams
  
  

What You Bring

• Experience leading or supervising a team in a field service, customer experience or operations environment
• A track record of coaching people to improve performance and grow in their roles
• Comfort working with metrics and data to guide decisions
• Strong communication skills
• Ability to balance people leadership with hands on operational work
• A collaborative mindset and experience working across teams
  
  

Why Home Sweet Home

We're a team that cares about doing right by the people we serve and the people we work with. If you're energized by developing others and using data to drive real improvement, we'd love to hear from you.

Job Type: Full-time

Salary starting at $72,000 + bonus

Expected hours: 40 per week, M-F

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance

Work Location: Hybrid in Redondo Beach, CA 90277

Learn more about us at unpackme.com