Customer Support Supervisor – Musely | Remote (US)School Result • New York, New York, United States
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Customer Support Supervisor – Musely | Remote (US)
School Result
- New York, New York, United States
- New York, New York, United States
About
Customer Support Supervisor
to lead and coach frontline support specialists, ensuring consistent, high-quality patient support experiences. This remote role offers
$25–$30/hour
and requires strong leadership, performance management, and operational coordination skills.
The successful candidate will oversee agent development, scheduling, and quality assurance while contributing to broader operational initiatives that strengthen Musely’s mission of delivering effective and affordable prescription skincare treatments.
Job Title:
Customer Support Supervisor
Employer:
Musely
Location:
Remote (US-based)
Pay:
$25–$30/hour
Job Type:
Full-Time, Contract
Reports To:
Customer Support Manager
About Musely Musely is a pioneer in prescription skincare, enabling dermatologists and pharmacists to deliver highly effective treatments online. With its disruptive approach, Musely is reshaping the $100B US and $500B global skincare, HRT, and longevity industries by making science-backed treatments accessible and affordable.
Key Responsibilities People Leadership & Performance Development
Conduct regular 1:1 coaching sessions with agents
Monitor KPIs (AHT, FCR, CSAT) and coach accordingly
Develop SMART goals with agents and hold them accountable
Provide structured feedback on resolution quality and workflows
Inspire and motivate team members while reinforcing accountability
Quality Assurance & Customer Experience
Review customer interactions across email, chat, and phone
Evaluate resolution accuracy, empathy, tone, and adherence to workflowsAddress unsatisfied CSAT feedback promptly
Reinforce Musely’s standards for resolution-first service
Team Operations & Administration
Manage agent schedules and coverage across support channels
Coordinate time-off requests and communicate payroll updates to HR
Monitor attendance and operational readiness
Ensure accurate tracking of team activity
Process Improvement & Operational Feedback
Identify patterns in performance data and customer feedback
Provide insights to improve training, workflows, and support tools
Participate in leadership discussions to address systemic issues
Execute projects and initiatives assigned by leadership
Communicate progress, deliverables, and timelines clearly
Delegate responsibilities while maintaining accountability
Support rollout of new workflows and tools
Candidate Requirements
2+ years in customer support or operations in a leadership role
Previous supervisory or mentoring experience
Experience supporting customers across chat, email, or phone channels
Strong leadership, coaching, and communication skills
Ability to interpret performance data and drive improvements
Strong organizational and time management skills
Preferred:
Familiarity with Zendesk or similar support platforms
Experience managing schedules and operational workflows
Competitive hourly pay ($25–$30/hour)
Remote work flexibility
Career growth opportunities in a fast-scaling company
Application Process How to Apply:
Submit your CV via Musely’s careers portal.
Highlight your leadership, coaching, and customer support experience.
Shortlisted candidates will be contacted for interview.
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Languages
- English
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