Seasonal Customer Success Supervisor (Trainer)

Remote

Full Time

Manager/Supervisor

DAY IN THE LIFE

The Customer Success Department’s Mission is to increase sustainable and proven value for our customers, employees and Instant Teams. The Trainer/Supervisor role is unique as it incorporates Training a customer service team to success on content that is provided by our client and then Supervising this team in production for the remainder of the project. To be successful in this position, you will need to have experience in both new hire training facilitation/delivery, as well as, call center supervision in a metrics driven environment.

The Trainer/Supervisor is responsible for creating a positive image to all customers, internal and external, at all times. You will work with a wide range of individuals, from entry-level employees to senior management, so you must be able to effectively communicate information in a clear and concise way. The Trainer/Supervisor will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, and employee satisfaction. The Trainer/ Supervisor will enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability.

Essential Functions:

Training Facilitation/Delivery

Provide learners with practical guidance and mentorship as appropriate.
Supplement curriculum with localized, specific content and real-world examples as needed.
Work in groups and one-on-one with trainees and employees, proactively initiating contact while responding to trainee needs.
Monitor participant progress within the learning platform, and share insights to help facilitate solutions and next steps.
Develop and disseminate training materials as needed.
Providing training support including scheduling class time, registering participants, and providing materials or supplies.
Engage trainees to improve upon and/or enhance existing skills.
Create a supportive and conducive adult learning environment.

Supervising

Plan, prioritize, assign, supervise and review the work of a team of remote team members responsible for providing customer service or sales support
Prepare daily work schedules (as needed),ensuring proper operational coverage at the Peer Coach/Remote Team Member levels. If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met
Perform quality audits according to client expectation to identify areas of coaching needed within the team
Provide weekly/monthly status reports on employee performance
Monitor team productivity against client work requirements
Review and approve timesheets
All other projects as assigned

Coaching /Team Development

Provide timely 1x1’s and coach on performance improvement opportunities
Provide feedback and coaching on customer requirements/escalations
Ensure KPI goals are met
Assist with the continuing development of existing employees
Assist in the implementation of goals and objectives; ensure adherence to policies and procedures
Communicates with other departments and management to resolve problems and expedite work
Respond to and resolve customer inquiries and complaints, both written correspondence and phone
Knowledge of employee relations to conduct and deal with employee issues in a proactive manner

MUST HAVE

Required Education and Experience

2 years of Customer Service experience (preferably in leadership role/capacity)
2 years of Training Facilitation/Delivery experience
1+ years of that experience in contact center work
Demonstrated experience in leadership, facilitation and development of team members to meet or exceed customer experience objectives. Ability to interpret customer trends and communicate those effectively to the Customer Success Manager
Intermediate knowledge/skills with software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack
Strong interpersonal, organizational and communication skills. Ability to communicate with team members, customers, and management utilizing exceptional communication skills.
Excellent time management skills and sensitivity to deadlines
Flexibility with the ability to adapt to change
Ability to ask effective questions and present information clearly and concisely.
Understanding of KPI reports and experience presenting team goals and achievements. (Quality, Productivity results, Sales etc.)

Preferred Education and Experience

Prior experience leading remote teams
Experience in the contact center industry

Pay Rate: $50,000-60,000/year (annualized). This is a temporary project role. Actual earnings will be prorated based on the time worked over the project duration.

Start Date: Late September 2025

Post Training Schedule:

6am - 2pm PST / 9am - 5pm EST
11am - 8pm PST / 2pm - 11:00pm EST

No time off is allowed due to the temporary nature of the program. Supervisors are provided Thanksgiving Day and Christmas Day off! The term is expected to be to run through the end of 2025.

Supervisory Responsibilities: Yes - Team size up to 30

Location: Fully remote

Physical Demands: This job requires computer use.

TRAINING

1 week paid training with a nesting period to follow

BENEFITS

Due to the seasonal nature of this position, benefits are not provided for this role.

Competencies

Service-Oriented (We Serve with Excellence.)
Lead from the front (We take Ownership.)
Communication proficiency (We Communicate Mindfully.)
Time management
Collaborative
Flexible (We Embrace Change Daily)
Tech-savvy
Fast-paced
Self-starter
Strong work ethic, ability to adapt to rapidly changing priorities
Strong operational thought process (Intentional Curiosity)

Due to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS, Washington, New York, California, District of Columbia, Illinois, Iowa, Montana, New Hampshire, Rhode Island, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Vermont,

________________________________________________________________________________

Notes

Other Duties

This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

About Us

As a customer experience (CX) marketplace, Instant Teams partners with nation's top brands and companies through a suite of talent solutions that range from building out remote support teams to identifying a direct hire - all by sourcing from their remarkable and diverse talent community. As a mission-centric company, they have a proven track record of generating thousands of remote job opportunities and have significantly improved the financial well-being of military families, generating over $40 million in economic impact.

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