Supervisor Global Customer Care - PAM

Supervisor, Global Customer Care – Premier Accounts Make an impact. Lead with purpose. Grow with us. Are you a people-first leader who thrives in fast-paced environments and loves turning challenges into opportunities? Join our Global Customer Care team as a Supervisor for Premier Accounts, where you’ll lead a high-performing team of 10–15 Customer Account Specialists supporting our top-tier clients. In this role, you’ll be at the heart of our customer experience—empowering your team to deliver exceptional service, drive results, and continuously raise the bar. You’ll guide day-to-day operations, coach for performance, and handle escalations with empathy and confidence. If you’re passionate about leadership, customer success, and making a real difference, this is your opportunity to shine. RESPONSIBILITIES Lead & Inspire

• Motivate and mentor a team of specialists to deliver outstanding service and meet performance goals.

• Provide hands-on support for complex issues and foster a culture of collaboration, empathy, and accountability.

Drive Performance

• Monitor key metrics like call volume, resolution time, and customer satisfaction.

• Deliver regular coaching and feedback to help team members grow and succeed.

Champion the Customer

• Lead by example with a customer-first mindset.

• Support the team in de-escalating issues and ensuring every interaction is handled with care and professionalism.

Train & Improve

• Identify skill gaps and provide ongoing training to keep the team sharp and confident.

• Encourage innovation and process improvements to boost efficiency and service quality.

Ensure Quality & Compliance

• Monitor interactions to ensure alignment with QA standards, policies, and client requirements.

• Provide coaching on communication, documentation, and technical troubleshooting.

Communicate & Collaborate

• Keep the team informed on updates, changes, and best practices.

• Work cross-functionally to ensure smooth operations and shared success.

Manage Escalations

• Step in when needed to resolve high-priority issues and ensure customer satisfaction.

• Spot trends and recommend solutions to prevent future challenges.

Track & Report

• Analyze performance data and provide actionable insights.

• Deliver performance reviews that reflect growth, goals, and achievements.

Foster Engagement

• Celebrate wins, recognize contributions, and keep morale high.

• Create a space where ideas are welcomed and team members feel valued.

SKILLS & QUALIFICATIONS

• Proven leadership experience in a call center or customer care environment.

• Strong communication and coaching skills with a passion for developing others.

• A customer-first mindset with the ability to de-escalate and resolve issues effectively.

• Tech-savvy with experience in CRM systems, Microsoft Office, and call center platforms.

• Ability to multitask, prioritize, and thrive in a fast-paced, evolving environment.

• A collaborative spirit and a drive to continuously improve.

• Prior experience with Microsoft Windows OS and ISPs is a plus.

EDUCATION & EXPERIENCE

• High school diploma or equivalent required; bachelor’s degree or equivalent experience preferred.

• 5+ years in customer care or call center roles, with 3–5 years in a leadership position.

• Open to current Customer Care Representatives with proven leadership experience.

• Must be an active First Advantage / Sterling employee.

SUPERVISORY

• Proven success in supervising and motivating teams and individuals in a call center environment.

• Ability to view projects, decisions, and processes in the context of broader organizational and cross-departmental impacts.

•   Capable of balancing work assignments and completing both voice and non-voice tasks within set time frames or productivity goals.

•  Strong ability to work effectively within diverse and cross-functional teams.

• Ability to thrive under pressure in a fast-paced, continuously changing environment.

• Excellent problem-solving and analytical skills, using creativity and innovation.

• Exceptional communication skills, with the ability to tailor messaging to different audiences to achieve desired outcomes.

• Proficiency in standard MS Office applications.

WORKING ENVIRONMENT

• Remote/hybrid role with required internet speed (120 Mbps download / 10 Mbps upload).

• Must have a distraction-free, private workspace and be on camera for training and meetings.

• Standard hours: 8 AM – 5 PM EST (night shift).

This is more than a supervisory role - it’s a chance to lead with impact, grow your career, and help shape the future of customer care at First Advantage. If you're ready to take the next step, we’d love to hear from you!

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.