Customer Support Team Supervisor, Skylight
Calendar
$85k
Salary applicable to Colorado and California based applicants only. + Equity Package for all
Digital picture frams and smart calendars
Open for applications
Digital picture frams and smart calendars
101-200 employees
Open for applications
$85k
Salary applicable to Colorado and California based applicants only. + Equity Package for all
101-200 employees
Company mission
To connect loved ones by creating the world's simplest products and services that improve family life.
Role
Who you are
- This role is ideal for someone with deep experience in the leadership and performance management of front line customer service agents, and thrives in a fast-paced, customer-obsessed environment
- 3+ years of experience in customer support, with demonstrated leadership or supervisory experience
- Strong written and verbal communication skills, with an eye for tone and detail
- Experience with CRM support platforms such as Zendesk
- Experience providing direct support to customers via Social Media platforms such as Reddit and Meta
- Proven ability to coach, train, and support team members in a fast-paced environment
- Highly organized, self-motivated, and comfortable managing multiple priorities
- Collaborative and empathetic leader, committed to helping others succeed
What the job involves
- We’re looking for a Full-Time, Remote Calendar Support Team Supervisor to lead a team of customer support agents, known as our Calendar Concierge Team
- This role focuses on the performance management of Concierge agents to ensure the team is providing high-quality customer interactions
- This management role will also onboard and train new and tenured agents
- As a supervisor, you’ll be responsible for making sure team quality is upheld across all aspects of customer communication and that KPIs in quality, efficiency, and engagement stay on track through ongoing feedback and performance management
- You’ll oversee quality assurance for Zendesk tickets and chat, monitor social media platform support, and lead onboarding and training efforts
- You’ll also support customer-facing programs and initiatives that help the Concierge team better serve our customers
- You’ll play a key role in supporting Concierge team coverage — helping to identify staffing needs, ensuring scheduling compliance, and stepping in during high-volume periods
- Your efforts will help maintain a consistent, high-quality customer experience across all channels
- In addition, you’ll take the lead on reporting, using data to identify trends, flag opportunities for improvement, and guide performance conversations
- In this role, you'll be a strong cross-functional partner, staying aligned with major initiatives and current priorities, and serving as a go-to expert across the org
- The schedule for this role is Tuesday-Saturday with Sundays and Mondays off
- Drive Team Quality and Performance:
- Maintain high standards across all customer communication channels (chat, email, social, etc.), ensuring KPIs — including schedule compliance — are consistently met. Provide regular coaching and feedback to support agent growth and performance. Partner with Team Leads to identify coaching needs, performance trends, and opportunities for improvement
- Oversee Quality Assurance:
- Lead quality assurance efforts for Zendesk tickets, live chat, and social media responses. Use QA insights to drive training, refine workflows, and reinforce best practices across the team
- Lead Hiring, Onboarding, and Training:
- Own the full lifecycle of hiring, onboarding, and training for new Concierge team agents. Delegate day-to-day training responsibilities as appropriate while maintaining ownership of the overall structure, content, and quality of the onboarding experience. Ensure agents ramp quickly, feel supported, and are set up for long-term success
- Manage Customer-Facing Programs:
- Own and evolve customer-facing initiatives and programs that help the Concierge team better serve our users. Ensure content is clear, helpful, on-brand, and that participation and scheduling align with broader team goals
- Act as a Cross-Functional Partner:
- Serve as a key partner across teams, staying aligned with evolving product, operations, and support initiatives. Represent the Concierge team in cross-functional conversations, advocating for both customer and agent needs
- Support Peak Season Coverage and Engagement:
- Lead planning and execution of team coverage during high-volume periods such as Q4 and Mother’s Day. Ensure the team stays engaged, well-supported, and aligned to meet increased customer demand with high-quality care
Our take
Skylight, a digital photo frame and smart calendar brand, has emerged as a solution to a timeless problem: staying connected with loved ones in an increasingly digital world. With over 1.5M units sold, Skylight's flagship product, the Skylight Frame, has quickly become the top-selling digital picture frame on Amazon. It offers a way for users to share cherished photos with family and friends from anywhere in the world.
To further expand its reach, Skylight recently closed a successful funding round. This funding marks a pivotal moment for the company, affirming its journey from a decade of profitable bootstrapping to a new era of growth and innovation. The capital injection will be used to support the company's mission to meet the surging demand for its tech and propel it to even greater heights.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Ability to work remotely
- Health, Vision, and Dental Insurance
- 401k
- Monthly Health/Wellness Stipend
- Annual Learning/Self-Development Stipend
- Fun and collaborative culture
Company HQ
Central LA, Los Angeles, CA
Leadership
Michael Segal
(Co-Founder & CEO)Previously founded Curio Road where they served as CEO. They also worked as a Product Manager at Spotify.
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