Position Title: Customer Solutions Supervisor
Department: Customer Solutions
Hourly Rate: $23.00-$24.00
Location: Remote
Schedule: 9:00 AM - 6:00 PM ET (Monday, Tuesday, Thursday, Friday, Saturday; OFF on Wednesday and Sunday)
Reports To: Customer Solutions Manager
Installation Made Easy (“IME”) provides software and process management that enable retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience.
The Customer Solutions Supervisor leads a team of resolution specialists and customer service representatives to ensure timely, effective handling of escalated customer issues and overall high-quality service delivery. This role focuses on daily operational supervision, coaching, workflow optimization, and acting as a key escalation point for complex customer concerns.
Key Daily Responsibilities
Team Leadership & Supervision
Supervise the day-to-day performance of customer resolution staff.
Conduct team huddles to share priorities, operational updates, and service goals.
Coach, mentor, and provide performance feedback to team members.
Resolution & Escalation Management
Act as primary escalation contact for complex or high-impact customer issues.
Ensure consistent, professional resolution strategies aligned with policies.
Monitor escalations and track outcomes to improve customer experience.
Operational Oversight & Reporting
Monitor call queues, case backlogs, service levels, and KPIs (e.g., response time, resolution time, customer satisfaction).
Produce daily/weekly performance and trend reports for leadership.
Recommend staffing or process adjustments to meet service targets.
Quality Assurance & Training
Review interactions (calls, emails, chats) to ensure quality and compliance.
Identify coaching opportunities and drive quality improvement initiatives.
Identify ongoing training opportunities and drive efficiencies.
Collaboration & Process Improvement
Work cross-functionally with operations, products, and other departments to solve systemic issues.
Drive improvements to customer processes, workflows, tools, and escalation policies.
Address root causes of recurring customer problems.
Customer Experience Focus
Model professional, empathetic communication and problem-solving.
Ensure team consistently delivers excellent service that aligns with organizational expectations.
Minimum Qualifications:
Proven experience in a call center or customer support environment, with direct involvement in issue resolution and escalations
Previous leadership or supervisory experience (formal or acting) strongly preferred
Strong expertise in service recovery principles and root-cause analysis, with the ability to translate insights into process improvements
Demonstrated ability to manage high-level escalations and complex customer cases with professionalism, empathy, and sound judgment
Excellent communication and conflict-resolution skills, including de-escalation and negotiation
Strong analytical and problem-solving skills, with the ability to assess trends and recommend corrective actions
Experience coaching, mentoring, and performance-managing staff, while upholding quality and service standards
Comfortable working with performance metrics, QA data, and reporting to drive accountability and improvement
Proficiency with CRM platforms and workforce or case-management tools
High attention to detail with strong organizational and time-management skills, including prioritization of competing escalations
Ability to work independently in a fully remote environment, maintaining productivity and leadership presence
Quiet, dedicated home workspace free from background noise and distractions
Reliable high-speed internet connection
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
Benefits to working with IME:
100% remote work environment
Employer provided equipment.
Medical, dental, and vision insurance
Health savings plan includes employer contribution to health savings account.
Medical and dental flexible spending accounts
Company paid basic life, short-term disability, and long-term disability insurance.
401K plan with employer match
Company matches 100% of the first 4% of salary deferrals.
All contributions, including employer contributions, are 100% vested immediately.
Employee discount program for Electronics, Groceries, Travel, Entertainment, and more
Employee assistance program
Pay on demand.
Critical illness, hospital indemnity, group accident, and legal insurance
Paid time off.
And more!
We are an Equal Opportunity and Drug-Free Workplace.
The Job Description is not an exhaustive statement of all duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities for necessary modifications. The Job Description does not constitute an employment contract of any kind.