As a Customer Service Advocacy Supervisor you will act as an ambassador for SharkNinja products by promoting the brand and building loyalty through interactions rooted in unreasonable hospitality. You will supervise a team of 5 (five) Customer Service Advocates while also stepping in to solve customer concerns and take calls in the regular operation of the CX team. You will be responsible for answering customer calls and delivering outstanding customer support during a variety of direct customer interactions. You will also interact with customers via email, helping to problem solve concerns. You will consultatively position and provide SharkNinja products and services by identifying customer needs and sharing targeted features and benefits to improve product experiences. You will resolve inquiries on topics such as, but not limited to: status of an order, pre-order questions, return, and troubleshooting. 

Responsibilities:

• Supervise 5 Customer Service Advocates, providing regular feedback and training to build a high-performing team.
• Answer customer calls and emails and address concerns promptly. 
• Ensure service delivered to our customers meets Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Maintain broad knowledge of client products and/or services
• Participate in activities designed to improve customer satisfaction and business performance
• Track, document and retrieve information in call tracking database

Requirements:

• Previous experience in a customer service, call center, or other service-oriented role. 
• 2+ years' experience supervising hourly employees.
• Excellent communication skills both verbally and in writing.
• Strong problem-solving skills including the ability to leverage a variety of resources to independently identify solutions.
• Experience actively listening & empathizing with customer concerns.
• Ability to conduct independent research, review resources, and learn about product features and new product launches.
• Ability to work as part of a team.
• Solution-oriented thinking, including positive communication (e.g., “your product will be available next month, I can place it for you now” vs. “I can’t get that product until next month, it’s backordered"). 
• High emotional intelligence - ability to relate to others and stay calm during challenging customer interactions.