Contact Center CS Resolutions Supervisor

About the Role

Mood is looking for a Contact Center CS Resolutions Supervisor to lead and support our team in handling various customer engagements & outreach, including escalated customer issues. In this role, you’ll be the go-to expert for complex resolutions, customer disputes, customer reviews and Q&A management, low customer satisfaction follow up, and service recovery strategies - ensuring a smooth and positive customer experience. If you have strong leadership skills, a problem-solving mindset, experience in handling sensitive customer escalations and issues, and a passion for delivering top-tier customer service, we want to hear from you!

What You’ll Do

Resolution & Escalation Management

• Own the oversight and management of customer reviews of our brand and our products, as well as low customer satisfaction follow up.
• Act as the primary escalation point for complex customer issues, ensuring timely and customer-centric resolutions.
• Lead service recovery efforts to retain customers and maintain brand reputation.
• Work closely with the warehouse, shipping partners, and product teams to resolve order and fulfillment concerns.

Team Leadership & Coaching

• Mentor and develop Customer Success Agents, providing training on handling customer reviews, escalations, and difficult customer interactions.
• Monitor key CSAT (Customer Satisfaction) metrics, resolution metrics, and contact center performance metrics - implementing strategies to improve team performance.
• Foster a collaborative and supportive work environment while ensuring team members stay motivated and engaged.

Process Improvement & Quality Assurance

• Analyze trends in reviews, escalations and disputes to identify areas for process improvement.
• Collaborate with cross-functional teams to refine policies, workflows, and service strategies.
• Ensure quality assurance standards are met in all escalated interactions.

Customer & Business Advocacy

• Act as a customer advocate, balancing company policies with customer needs to drive long-term loyalty.
• Provide feedback to product and operations teams to enhance the customer experience.
• Support fraud prevention efforts, including ID verification for flagged transactions.

Other Duties

• Assist with special projects related to customer experience improvements and company initiatives.
• Provide insights and recommendations to leadership based on customer feedback and case trends.
• Other duties as assigned.

What You Bring to the Team

• Proven leadership experience in a contact center, customer success, customer review management and social media, or escalations-focused role.
• Strong problem-solving and conflict resolution skills with a customer-first approach.
• Experience handling high-level customer escalations and service recovery cases.
• Ability to analyze customer trends and drive improvements in processes and policies.
• Excellent communication and coaching skills to support and develop team members.
• Familiarity with customer service platforms and CRMs (e.g., Zendesk, Salesforce, etc.).
• Ability to thrive in a fast-paced, high-volume environment.

Why Join Mood?

🌟 Competitive pay + comprehensive benefits
🏠 Fully remote—work from anywhere!
📈 Career growth opportunities in a dynamic and innovative company
🎉 A supportive team culture where your contributions matter
💰 Employee discounts on our premium cannabis products

Ready to Lead the Way?

If you’re passionate about customer resolutions, leadership, and process improvement, we’d love to have you on our team. Apply today and let’s create exceptional customer experiences together! 🚀