Customer Care Coach

Customer Service/Support
US-CA-Mountain View


This position will directly manage a team of 12-15 members and provide active floor management and queue monitoring to ensure adherence to service levels.  Coaches will also provide team member’s performance coaching, deliver performance feedback and disciplinary discussions, and will be the primary point of contact for team members with questions, etc.  The ideal candidate will have a minimum of 2 years’ experience supervising or coaching a Customer Care team of 12-15 Customer Care Representatives (CCRs) within a contact center.


  • Responsible for overall supervision of 12-15 team members while ensuring that assigned team members are meeting individual, team and department goals.
  • Motivating and supporting staff to maintain positive morale.
  • Performing critical supervisory duties including interviewing applicants for employment; assigning and monitoring progress of assignments; supervising staff performance, preparing and conducting performance appraisals, and employment termination when necessary.
  • Monitoring floor activity and individual CCR activity including schedule adherence, login availability, “on the job expectations”, floor conduct, ACW and other key individual and team performance metrics.
  • Providing input and assists with the development of training or policy and procedure changes that may be required to enhance service productivity.
  • Working with management on refining and scheduling appropriate training sessions.
  • Administering training programs for new hires and existing team members.
  • Monitoring queue activity (phone & e-mail) and shifting of resources as needed, and walking the floor to provide support and assistance.
  • Driving knowledge distribution and acquisition by reinforcing use of the Knowledge Base and providing training/coaching on new updates when necessary.
  • Completing a minimum of: 1 monthly 1:1, 1 monthly QA, 1 monthly Positive Coach Approach session per team member to facilitate communication, rapport, and motivate team member while also improving team member’s performance metrics.
  • Delivering daily “scorecard” feedback to each CCR.
  • Answering escalated/Supervisor calls as needed.
  • Escalating problems and complaints appropriately.
  • Providing world-class Customer Care via phone, e-mail, and other communication channels.
  • Encouraging new ideas and feedback from team members; recognizing contributions and giving credit where due.
  • Communicating frequently and openly in team and individual meetings to motivate and align team members with department goals.
  • Participating in Operations Meetings, Calibration Sessions and other meetings as needed.
  • Continually seeking opportunities to improve the Contact Center operations including people, process and technology.


  • Minimum 2 years prior experience as a Call Center supervisor in an inbound Customer Care department
  • College degree preferred
  • Must demonstrate a talent for leadership
  • Must have a “customer first” attitude and be service oriented, friendly and possess a positive attitude
  • Must be able to effectively interact with members of the Customer Care team and deliver constructive feedback to team members
  • Outstanding written and verbal skills are required
  • Ability to multi-task and work in a dynamic environment/adjust to change quickly
  • Excellent interpersonal and communications skills
  • Computer proficiency with the ability to handle multiple PC applications at once
  • Strong sense of urgency, follow-through and attention to detail
  • Solid time management and the ability to accomplish goals without much direct supervision
  • Ability to assign and monitor work
  • Excellent decision making and organization skills




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