Customer Care Supervisor at Clutter
Los Angeles, CA, US

Clutter is an on-demand, technology company based in Los Angeles that is disrupting the $50B/year self-storage and moving industries. We’ve built an end-to-end logistics and supply chain platform that enables us to offer consumers a much more convenient solution at price parity with the incumbents. We’ve raised $300M from a number of VCs, including SoftBankSequoiaAtomico and GV (formerly Google Ventures). We have 800+ team members and tens of thousands of customers in 7 major markets across the US with plans to be in 50+ markets, domestically and internationally, within the next 5 years!

At Clutter, we're fortunate to be providing a consumer value proposition that people love and one that makes economic sense - a true product/market fit that few startups ever find. To deliver on our promise to consumers, team members and investors, we're focused on hiring, training and retaining exceptional individuals. This means that we have a very thorough interview process and maintain high performance expectations, but we'll always be transparent with you and respectful of your time.

The Opportunity:

We are looking for an exceptional supervisor with a passion for coaching support teams and creating effortless customer experiences. The Care team, which consists of 15-25 agents, provides phone and email support to Clutter’s customers nationally. The Care Supervisor will directly manage, train, and coach agents and will be responsible for resolving escalated customer issues. This role reports to the Care Manager and is based in our office in Fox Hills (near LAX).

As a Customer Care Supervisor - you will:

  • Hire: Identify and hire top talent for the care agent role
  • Coach: Create an environment of continuous training and development that sets agents up for success
  • Manage: Own your team’s daily performance and performance manage the team based on metrics
  • Communicate: Resolve escalated and complex customer issues through excellent communication and problem solving
  • Innovate: Partner cross-functionally and drive continuous improvements through tests, workflow management and coaching
  • Process: Enforce process adherence across the team to create a consistent experience for customers and other team members

What we’re looking for:

  • Bachelor’s degree required
  • 3+ years of customer-facing leadership experience
  • Strong written and verbal communication skills
  • Ability to leverage data to identify trends and drive decisions
  • Direct experience coaching a phone-based team
  • Comfortable delivering frequent direct written and oral feedback
  • Demonstrated ability to handle multiple priorities and successfully resolve escalated situations