Customer Service Supervisor

Req number:

Employment type:

Worksite flexibility:

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a Customer Service Supervisor to lead and oversee customer service operations by directing and coordinating staff, resolving customer complaints, managing departmental budgets, and ensuring service standards and company policies are consistently upheld. This position will be full‑time and onsite in Cleveland, Ohio.

"This position does not offer employment sponsorship. All candidates must be eligible to work without need for sponsorship by employer."

What You’ll Do

• Supervises and assists with planning, directing, and coordinating the activities of customer service staff to ensure customer satisfaction

• Oversees order processing and coordinates with other departments or functions as needed

• Advises employees on investigating customer complaints or concerns, including issues related to rates or services

• Reviews reports of findings and recommends appropriate responses to customer issues, considering complexity, requirements, and staff actions

• Ensures customer settlements are handled correctly and satisfactorily

• Maintains appropriate equipment levels and types to meet operational objectives

• Authorizes data retention and preparation of documentation for governmental or customer inquiries

• Ensures compliance with established customer service policies and procedures

• Recommends and implements new customer service procedures as needed

• May receive, investigate, evaluate, and resolve customer complaints and claims

• Communicates complaint resolutions to customers by phone or letter and follows up to confirm satisfaction

What You'll Need

Required:

• Experience managing customer service teams and operations

• Strong knowledge of complaint resolution processes and customer escalation management

• Proven ability to analyze reports and make informed operational decisions

• Budget management and cost analysis experience

• Excellent communication, leadership, and problem‑solving skills

• Experience enforcing company policies and procedures

Preferred:

• Experience managing customer service operations in a regulated or high‑volume environment

• Prior responsibility for hiring, performance management, and employee development

Physical Demands

• Ability to safely and successfully perform the essential job functions

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

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Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.