Customer Service Supervisor

At One Janitorial, our mission is driven by core values: Discipline, Ethical Standards, Results-Oriented, Impact, Commitment, and Responsibility. We are seeking a skilled Customer Success Supervisor to lead our remote service team, ensuring exceptional support and long-term satisfaction for our commercial cleaning clients across Canada and the U.S.

About the Role:

As a Customer Success Supervisor, you will oversee the performance and development of our customer service team, ensuring smooth day-to-day operations, handling escalations, supporting overflow tasks, and maintaining high service standards. Your leadership will directly influence client retention, satisfaction, and overall success.

Key Responsibilities:

• Supervise and manage a team of remote customer success representatives.
• Onboard and train new team members to meet our communication and service delivery standards.
• Monitor KPIs including response times, issue resolution rates, and customer satisfaction scores.
• Coach and support team members through call reviews, performance feedback, and ongoing development.
• Act as the point of escalation for complex service issues, ensuring quick and professional resolution.
• Step in during overflow periods or absences to maintain consistent service levels.
• Collaborate with senior leadership to identify service gaps and improve internal processes.

Requirements:

• Minimum 3 years in a customer service or client success role, with at least 1 year in a supervisory or team leadership position.
• Excellent English communication skills (spoken and written) - minimum 9/10 proficiency.
• Proven experience managing remote teams or working in virtual environments.
• Strong organizational skills and the ability to maintain calm under pressure.
• Proficiency with CRMs (HubSpot preferred), Google Workspace, and remote communication tools (Slack, Zoom, etc.).
• Results-driven mindset with a passion for delivering exceptional customer experiences.

What We Offer:

• Competitive base salary based on experience
• Performance incentives and career advancement opportunities
• Flexible, fully remote work environment
• A mission-driven culture focused on professionalism, ownership, and results

Job Type: Full-time

Pay: R25 000,00 - R37 000,00 per month

Experience:

• Team Lead/Supervisor: 1 year (Required)
• Customer Service: 2 years (Required)

Language:

• English Clearly (Required)

Information :

• Company : One Janitorial
• Position : Customer Service Supervisor
• Location : Remote in Johannesburg, Gauteng
• Country : ZA