Supervisor Customer Care

Clutter CX is looking for a Trust & Safety Supervisor [Level 4] to join Clutter’s CX Organization. The Clutter CX Org operates a B2C contact center environment. The Trust & Safety Supervisor is responsible for day-to-day claims management with an emphasis on customer risk mitigation. Managing highly complex and sensitive customer escalations with empathy, professionalism, while maintaining accuracy is essential to the role. The T&S Supervisor is responsible for training, coaching and quality assurance as we build out this function. Depending on the needs of the business, it may require 40 hr+ weekly. The position reports to the Trust & Safety Manager.

Schedules

• Five 8.5 hour (0.5 unpaid lunch) shifts per week. Shift start times vary from 5:00am to 9:00am PST.

• The team operates 7 days a week, weekend shifts are typical and overtime may be required depending on business need.

• Shift start times and days of the week are scheduled based upon business need.

What you’ll do:

• Manage and oversee the Accuracy, Efficiency, Customer Service & Work Environment of the Trust & Safety Specialists/Team

• Authorize and manage claim settlements & within the framework of the QoS budget

• Mitigate Risk associated with Social Media review/posts

• Manage theft accusations and notify the appropriate stakeholders

• Manage executive complaints, reviewing the issue with stakeholders, presenting and executing risk mitigation

• Manage/Create Workramp KB to ensure documents are updated and accurate

• Set scheduling, approve or deny vacation requests

• Assist in hiring or promoting new Trust & Safety Specialists

• Provide feedback & recommendations to Level 5 and above in regards to individual & team performance

• Complete biweekly 1:1 & weekly team meetings

• Work across organizations to mitigate risk & solve problems

• Uphold and represent the Clutter Core Values

• Perform constant claims & ticket CSAT audits to achieve team KPIs

• Conducts CSAT Action Plans for claims & ticket issues to achieve team KPIs

• Host weekly business review meetings with Clutter leadership to check in on metrics and help needed

• Processes and approves offline and PayPal claims payments through Bill.com server

What we're looking for:

• Completed Bachelor's or Associate's degree

• At least 2 years of experience in claims or trust & safety

• At least 1 year of customer support or claims leadership experience

• Demonstrated success resolving complex customer claims

• Knowledge of Household Good Mover Compliance regulations

• Ability to handle multiple priorities and meet deadlines in stressful situations

• Flexibility to work in a fast-changing environment with priority shifts and ambiguous situations

• Fluency in English is required

• Strong written and verbal communication skills

Category: Customer Support

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Requisition: J0090222