Customer Care Supervisor - Account Management

About Culligan Quench

Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/

About Culligan

There’s nothing more fundamental to life on Earth than water. At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love. For more information visit www.culligan.com.

Values: 5Cs

• Culligan as One
• Customers come first

Commitment to Innovation

• Courage to do what's right
• Consistently deliver exceptional results

Position Summary

The Customer Care Supervisor leads a team of 8–12 Customer Care Representatives responsible for managing contact center and/or subscription management. This role ensures daily operational excellence, delivers consistent coaching and development, and drives measurable improvement in customer satisfaction (NPS/CSAT) and retention outcomes. The Supervisor also partners cross-functionally to resolve issues, improve processes, and strengthen the overall customer experience.

What Success Looks Like

Within the first 90 days, a successful Supervisor will

• Build rapport and trust with their team through consistent 1:1 coaching, clear expectations, and transparent feedback
• Achieve or maintain team KPIs
• Demonstrate measurable improvement in team NPS/CSAT scores
• Reduce escalations by proactively identifying and closing skill gaps on the team
• Partner with peers and leadership to contribute to at least one process improvement initiative

Responsibilities

Team Leadership & Development
Supervise, mentor, and develop a team of 8–12 Customer Care Representatives
Deliver regular coaching, conduct performance reviews, and support individual development plans
Assign and adjust workload based on call volume, staffing levels, and shifting business priorities
Serve as the first point of escalation for customer and employee issues, ensuring fast and effective resolution
Performance & Quality Management
Track and analyze KPIs
Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective action when needed
Monitor call and case handling to ensure timely, accurate, and high-quality customer interactions
Interpret performance reports to identify trends, coach to gaps, and recognize top performers

Operational Execution

Manage daily administrative functions including scheduling, attendance tracking, and case queue oversight
Ensure team compliance with company policies, procedures, and applicable regulations
Support customer retention by coaching representatives on save motions and de-escalation techniques
Partner cross-functionally to escalate and resolve systemic customer service challenges
Process Improvement & Collaboration
Support initiatives that enhance customer experience, drive call/contact deflection, and improve operational efficiency
Contribute to the development and refinement of SOPs, call scripts, and training materials
Note: Supervisors are working leaders; individual performance targets are set proportionate to the number of direct reports they support

Requirements

Experience

3+ years of experience in a customer service leadership role, ideally within a contact center or subscription based, account management function.

Demonstrated track record of coaching teams to hit KPI targets

Experience writing and delivering performance feedback and conducting formal performance conversations

Exposure to workforce management concepts including scheduling, occupancy, and volume forecasting

Skills & Competencies

Strong problem-solving skills with the ability to stay composed and make sound decisions under pressure

Clear and professional communication skills — verbal, written, and one-on-one coaching

Proficiency in Salesforce CRM and Microsoft Office; familiarity with telephony/contact center platforms (Ring Central)

Ability to interpret performance dashboards and reports to drive data-informed decisions

Skilled in conflict resolution and escalation management for both customer and employee situations

Highly organized, detail-oriented, and accountable — able to follow through on multiple priorities simultaneously

Experience with or willingness to adopt quality monitoring tools and customer satisfaction measurement frameworks

Preferred

Frontline leadership training or certification (e.g., Ken Blanchard, Franklin Covey, or internal leadership development programs)
Familiarity with NPS methodology and customer retention practices