Supervisor I - Business Success Team

Supervisor, Business Success Team

Lead a team. Keep your hands in the work. Own the results.

Most supervisor roles pull you away from the customers you got good at serving. This one doesn’t. As Supervisor of our Business Success Team, you’ll spend about 75% of your time coaching and leading a team of coordinators who support commercial accounts, and about 25% managing your own book of business, so you stay sharp, credible, and close to the work your team does every day.

If you’ve been the go-to person on your team, the one who de-escalates the tough call, trains the new hire, and spots the problem before it becomes one, this is the next step.

What you’ll do

Lead the team (~75%)

• Run day-to-day operations: monitor new orders, incoming business, and workload across Corporate Relocation, Business Support, and account management, and shift coverage where it’s needed
• Be the escalation point. When a coordinator hits something they can’t resolve, you step in, find the root cause, and see it through for the customer and the company
• Coach every direct report on a bi-weekly cadence, covering their accounts, upcoming projects, quality, productivity, and growth goals
• Own team KPIs (CSAT, schedule adherence, quality, retention and growth metrics) and the performance conversations behind them, including goal setting, documentation, and partnership with HR when needed
• Validate and approve third-party service invoices to keep customer billing accurate
• Help onboard and ramp new hires, support rollouts of new tools and processes, and give leadership a clear weekly read on performance, risks, staffing, and key account issues
• Stay visible and available to the team on Microsoft Teams and by phone

Manage your own accounts (~25%)

• Serve as primary contact for a portfolio of commercial accounts: scheduling and logistics, billing and invoicing, rebate and program tracking, and coordination with franchise and corporate operations
• Handle the complex, judgment-heavy orders, including seasonal and high-volume projects
• Join account reviews by phone or onsite and build relationships that are both customer- and profit-focused
• Bring what you learn from your accounts back into team coaching and process improvement

The 75/25 split is the design of the role; it may flex during peak seasons, open positions, or critical account events.

What you bring

• Experience leading, mentoring, or training others, formal or informal
• Comfort in a metrics-driven environment across voice and chat/messaging channels, with a working knowledge of KPIs like AHT, FCR, CSAT, and adherence
• Strong coaching instincts and the ability to deliver clear, real-time feedback
• A calm, solution-first approach to de-escalation
• Proficiency with CRM tools (Salesforce or similar), phone, and chat platforms
• High school diploma required; some college or equivalent experience preferredBonus points for
  • Background in logistics, moving and storage, home services, or a similar B2B/B2C industry
  • Familiarity with real-time queue monitoring and workforce management tools

  The details

  • Reports to: Manager I, Commercial Strategic Accounts
  • Direct reports: Yes, with responsibility for hiring, performance management, and pay decisions per company policy
  • Remote position
  • Salary Range: $68,000-$85,000