Customer Service Supervisor – U.S. Customers

About the role

Truckup is a growing U.S.-based mobile fleet service company looking for an experienced Customer Service Supervisor to lead a small remote support team serving U.S. customers. This is a hands‑on leadership role where you will manage and coach agents, review calls, track performance, and also personally answer customer calls when needed.

Key responsibilities

• Supervise and coach a remote customer service team.
• Personally answer inbound customer calls and assist with active service requests.
• Review recorded calls and provide regular coaching and feedback.
• Establish customer service standards, SOPs, and performance expectations.
• Track KPIs and identify areas where agents need improvement.
• Help manage staffing and coverage for a 24/7 operation.
• Handle more difficult customer situations when needed.
• Improve workflows and identify recurring operational problems.
• Hold team members accountable for performance and follow‑through.
• Work directly with company leadership to continuously improve customer operations.

Required profile

• Exceptional spoken and written English (near‑native or C2 level preferred).
• 5+ years of experience in customer service, BPO, or similar environments.
• 2–4+ years of experience as a Team Lead, Supervisor, QA Manager, Trainer, or Operations Supervisor.
• Experience coaching and developing customer service agents.
• Experience managing KPIs such as quality, SLA, response time, productivity, and FCR.
• Experience reviewing calls and giving direct performance feedback.
• Strong judgment and ability to make decisions independently.
• Comfortable working in a fast‑moving environment where processes are still being built.
• Strong technology skills and ability to learn new software quickly.
• Experience supporting U.S. customers is strongly preferred; 24/7 operation experience is a plus.