The Tyndale Company, a 4x Top Workplace winner in TX and a proud woman-owned business, is hiring for a Customer Service Supervisor! The primary focus of this position is to manage the workflow and daily activities of designated Customer Service team members, ensuring the delivery of excellent and timely service to our customers. This role involves providing supervision, management support, and coaching to team members while fostering an environment that promotes collaboration, mutual support, and team success. The position is accountable for driving employee productivity and maintaining exceptional levels of customer satisfaction.

HYBRID/REMOTE: Tyndale supports a strong work-life balance. This opportunity requires onsite work a minimum of 2 days a week, and 3 days a week remotely. To be considered, candidates must reside within a commutable distance from our location in Houston, TX for onsite work as needed.

• Oversee daily team workflow to ensure the delivery of excellent and timely customer service, coordinating with the Customer Service Manager to manage overtime requirements for team members.
• Assist in the management of the Customer Service Task Management Tool (Zendesk) to ensure tasks are completed accurately and on time, providing support as needed.
• Collaborate with the Customer Service Manager to establish performance metrics for tracking team members' day-to-day progress and performance.
• Conduct monthly one-on-one meetings with direct reports to review performance, address challenges, set goals, and discuss overall well-being. Deliver targeted training and coaching tailored to team members’ needs, including system and technical training, product knowledge, communication skills, conflict resolution, and soft-sell techniques. Utilize interactive training methods to ensure success.
• Participate in selecting candidates for new staff positions in collaboration with the Customer Service Manager.
• Approve PTO requests for team members, ensuring adequate staffing levels to meet deadlines and requirements, and monitor attendance. Provide feedback and initiate disciplinary actions, as necessary, with Customer Service Manager approval.
• Oversee the onboarding process for new hires, including temporary staff, developing, and facilitating training schedules to ensure successful integration into the team.
• Resolve or assist in resolving complex issues escalated by direct reports or customers, aiming for quick resolution. Coordinate with management and other departments as needed and notify the Customer Service Manager of any concerns.
• Conduct ongoing quality assurance checks to ensure accuracy in sales order entry and communication through various platforms.
• Analyze weekly and monthly reports related to team performance and Customer Service tasks, addressing any areas of concern promptly.
• Collaborate with other departments to optimize interdepartmental processes, driving efficiency and continuous improvement.
• Perform additional tasks and projects as assigned.

• HS Diploma or equivalent required; Bachelor’s Degree preferred.
• Minimum of 2 years’ experience supervising a customer support team in a medium to large business environment required or 3 years of relative Tyndale experience, with sustained “exceeds” performance level.
• Minimum of 2 years’ experience in a direct sales or customer service related environment required.
• Strong computer skills, including proficiency in MS Office applications.
• Strong leadership skills with the ability to provide effective guidance, training, coaching, and daily supervision to staff.
• Effective organizational skills and the ability to establish priorities and to plan, coordinate and monitor own workload and that of staff.
• Commitment to continuous learning and demonstrated ability and willingness to learn new skills, with initiative to self-teach.
• Strong verbal and written communication skills; ability to write in a clear and concise manner and provide detailed explanations orally.
• Strong analytical and proactive problem solving skills.