Customer Service Supervisor, SharkNinja
Minimum 6 Month Term
+ ESPO
Home devices and appliances
Open for applications
Home devices and appliances
1001+ employees
Open for applications
+ ESPO
1001+ employees
Company mission
To positively impact people's lives every day in every home around the world.
Role
Who you are
- Proven experience in customer service, call center, or similar service-oriented roles
- Minimum 2 years of experience managing a customer service team
- Exceptional verbal and written communication skills
- Strong problem-solving ability, including independent research and resource utilization
- Skilled in active listening and empathetic engagement with customers
- Ability to quickly learn and adapt to new product features and launches
- Collaborative team player with a solution-oriented mindset
- High emotional intelligence; able to remain calm and professional during challenging interactions
What the job involves
- Our purpose is to positively impact people’s lives every day in every home around the world!
- We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier
- We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do
- As a Customer Service Advocacy Supervisor, you will represent the SharkNinja brand by delivering exceptional experiences rooted in unreasonable hospitality
- In this role, you will lead a team of five Customer Service Advocates, ensuring operational excellence while actively engaging with customers to resolve inquiries and build lasting loyalty
- You will promote SharkNinja products and services by identifying customer needs and positioning solutions that enhance product experiences
- Address inquiries related to order status, pre-order questions, returns, troubleshooting, and other service concerns
- Use a customer-first mindset to share targeted product features and benefits, driving satisfaction and loyalty
- Lead and coach a team of 5 Customer Service Advocates, delivering regular feedback, training, and development to drive high performance
- Oversee customer interactions across all contact types within EMEA, ensuring timely resolution of inquiries and concerns
- Handle escalated consumer complaints with empathy and professionalism
- Monitor and maintain service quality to meet or exceed Key Performance Indicators (KPIs)
- Clarify customer needs, apply critical thinking, and leverage decision-support tools to resolve complex or non-standard issues
- Demonstrate active listening and empathy, building rapport while addressing customer concerns effectively
- Maintain comprehensive knowledge of client products, services, and updates
- Contribute to initiatives aimed at improving customer satisfaction and overall business performance
- Accurately track, document, and retrieve case details using the call tracking system
- Leverage AI tools to support improvements in the consumer journey
Our take
With more people looking for home products that work harders and smarter, SharkNinja has become a household name. Through its Shark line of cleaning and home care tools and Ninja range of kitchen appliance the company creates solutions that simplify daily routines and overall enhance modern living.
SharkNinja has been in operation since 1994, which is testament to the quality and popularity of its products. Since its initial launch in Canada, the company has expanded into the US and the UK. In 2017 SharkNinja was bought by CDH Private Equity for over $1.5 Billion, further proof of its impressive market value. Perhaps more evidence is that it brings in annual revenues of around $4B.
It continues to hold a strong position in the home appliance market too, competiting with big brands like Dyson. Its Shark line lead the US upright vacuum, segment, while its presence in robotics vacuums reflects steady growth in a compeititve space. Since going public, the company has m,aintained a rapid pace of innovation, launching numerous new products eacxh pear and expanding into adjecent categories such as outdoor coolers and grills. With a growing global footprint and a focus ons mart design, usabiluity, and category expansion, SharkNinja is very well positioned to continue shaping the futur of home appliances.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Company HQ
Needham Heights, Needham, MA
Leadership
Mark Rosenzweig
(Founder)Founded SharkNinja in 1994. Has won three Red Dot Awards for product Design.
Mark Barrocas
(CEO)Mark joined SharkNinja in 2008 as CEO. Prior to this, he spent 3 years at Aramark Uniform Services as the President of the WearGuard Division. Prior to that, he spent 4 years at Broder Bros as the President and 2 years at Perry Ellis International as VP of Corporate Sales.
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