Customer Care Supervisor

**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](http://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 **hybrid Customer Care Supervisor** leads a team responsible for delivering exceptional customer experiences through proactive account management, issue resolution, retention support, and operational excellence. This role drives team performance through coaching, accountability, quality management, and KPI ownership while partnering cross-functionally to improve customer experience and business outcomes. **This is a hands-on leadership role in which Supervisors balance team leadership responsibilities with direct operational contributions aligned to business needs.** **What Success Looks Like** **Within the first 90 days, a successful Supervisor will:** - Establish a consistent coaching cadence with all direct reports - Demonstrate measurable improvement in team productivity, quality or customer retention metrics - Reduce escalations through proactive issue identification and coaching - Build strong cross-functional partnerships that improve customer issue resolution - Demonstrate accountability, urgency and leadership presence within the operation **Key Responsibilities** **Team Leadership** - Supervise, mentor, and develop a team of 8–15 Customer Care employees - Deliver regular coaching, conduct performance reviews, and support individual development plans - Assign and adjust workload based on call or case 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** - Drive a culture of quality and accountability through audit reviews, coaching, SLA adherence, documentation accuracy, and consistent execution of standard operating procedures. - Drive consistent achievement of productivity, quality, customer satisfaction, and retention goals through proactive performance management and coaching. - Ensure customer interactions consistently meet quality, responsiveness, and professionalism standards. - Interpret performance reports to identify trends, coach to gaps, and recognize top performers **Customer Experience** - Own NPS/CSAT improvement goals for the team; monitor trends and drive corrective a…