Customer Service Supervisor
<div class="content-intro"><p><strong><span data-contrast="auto">About Us</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":280}"> </span></p> <p><span data-contrast="none">SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. </span><strong><span data-contrast="none">Powered by two trusted, global brands, Shark and Ninja</span></strong><span data-contrast="none">, the company has a proven track record of bringing disruptive innovation to market, and developing one consumer product after another has allowed SharkNinja to enter multiple product categories, driving significant growth and market share gains. Headquartered in Needham, Massachusetts with more than 3,600+ associates, the company’s products are sold at key retailers, online and offline, and through distributors around the world</span><span data-contrast="auto">.</span><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":240}"> </span></p> <p> </p></div><p><strong><span data-contrast="auto">Customer Service Supervisor</span></strong><span data-ccp-props="{}"> - minimum 6 month term</span></p> <p><strong><span data-ccp-props="{}">Leeds / Hybrid </span></strong></p> <p><span data-contrast="auto">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.</span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">As a Customer Service Advocacy Supervisor, you will represent the SharkNinja brand by delivering exceptional experiences rooted in </span><em><span data-contrast="auto">unreasonable hospitality</span></em><span data-contrast="auto">. 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.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></p> <p><span data-ccp-props="{}"> </span><strong><span data-contrast="auto">What You'll Do:</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Lead and coach a team of 5 Customer Service Advocates, delivering regular feedback, training, and development to drive high performance.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Oversee customer interactions across all contact types within EMEA, ensuring timely resolution of inquiries and concerns.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Handle escalated consumer complaints with empathy and professionalism</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Monitor and maintain service quality to meet or exceed Key Performance Indicators (KPIs).</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Clarify customer needs, apply critical thinking, and leverage decision-support tools to resolve complex or non-standard issues.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Demonstrate active listening and empathy, building rapport while addressing customer concerns effectively.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Maintain comprehensive knowledge of client products, services, and updates.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto">Contribute to initiatives aimed at improving customer satisfaction and overall business performance.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto">Accurately track, document, and retrieve case details using the call tracking system.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1"><span data-contrast="auto">Leverage AI tools to support improvements in the consumer journey </span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <p><span data-ccp-props="{}"> </span></p> <p><strong><span data-contrast="auto">What You'll Bring:</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Proven experience in customer service, call center, or similar service-oriented roles.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Minimum 2 years of experience managing a customer service team.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Exceptional verbal and written communication skills.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Strong problem-solving ability, including independent research and resource utilization.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Skilled in active listening and empathetic engagement with customers.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Ability to quickly learn and adapt to new product features and launches.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">Collaborative team player with a solution-oriented mindset.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <ul> <li data-leveltext="·" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"·","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto">High emotional intelligence; able to remain calm and professional during challenging interactions.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":300}"> </span></li> </ul> <p><span data-ccp-props="{}"> #LI-HYBRID </span></p> <p><span data-ccp-props="{}"> </span></p><div class="content-conclusion"><div> <p><strong><span data-contrast="auto">Our Culture</span></strong></p> <p><span data-contrast="auto">At SharkNinja, we don’t just raise the bar—we push past it every single day. </span><strong><span data-contrast="auto">Our Outrageously Extraordinary mindset</span></strong><span data-contrast="auto"> drives us to tackle the impossible, push boundaries, and deliver results that others only dream of. If you thrive on breaking out of your swim lane, you’ll be right at home.</span></p> <p><strong><span data-contrast="auto">What We Offer</span></strong></p> <p><span data-contrast="auto">We offer competitive health insurance, retirement plans, paid time off, employee stock purchase options, wellness programs, SharkNinja product discounts, and more. </span><strong><span data-contrast="auto">We empower your personal and professional growth </span></strong><span data-contrast="auto">with high impact Learning Programs featuring bold voices redefining what’s possible. </span><strong><span data-contrast="auto">When you join, you’re not just part of a company—you’re part of an outrageously extraordinary community. </span></strong><span data-contrast="auto">To</span><span data-contrast="auto">gether, we won’t just launch products—</span><strong><span data-contrast="auto">we’ll disrupt entire markets.</span></strong><span data-contrast="auto"> </span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":240}"> </span></p> <p><span data-contrast="none">At SharkNinja, Diversity, Equity, and Inclusion are vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.</span><span data-ccp-props="{"134233117":false,"134233118":false,"335559738":0,"335559739":240}"> </span></p> <p><span data-contrast="none">Learn more about us:</span><span data-contrast="none"> </span> <br><a href=""> </a><a href=""><span data-contrast="none"><span data-ccp-charstyle="Hyperlink">Life At SharkNinja</span></span></a> <br><a href=""><strong><span data-contrast="none"><span data-ccp-charstyle="Hyperlink">Outrageously Extraordinary</span></span></strong></a><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335559738":120,"335559739":120,"335559740":336}"> </span></p> </div> <div> <p data-start="88" data-end="129"><strong data-start="88" data-end="127">SharkNinja Candidate Privacy Notice</strong></p> <ul data-start="131" data-end="402"> <li data-start="131" data-end="224"> <p data-start="133" data-end="224">For candidates based in <strong data-start="157" data-end="172">all regions</strong>, please refer to this <a href="">Candidate Privacy Notice</a>.</p> </li> <li data-start="225" data-end="312"> <p data-start="227" data-end="312">For candidates based in <strong data-start="251" data-end="260">China</strong>, please refer to this <a href="">Candidate Privacy Notice</a>.</p> </li> <li data-start="313" data-end="402"> <p data-start="315" data-end="402">For candidates based in <strong data-start="339" data-end="350">Vietnam</strong>, please refer to this <a href="">Candidate Privacy Notice</a>.</p> </li> </ul> </div> <div> <p> </p> <p><span style="font-size: 8pt;"><em>We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by legislation, and local law. SharkNinja will consider reasonable accommodations consistent with legislation, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture at <a href="mailto:accommodations@sharkninja.com">accommodations@sharkninja.com</a></em></span></p> </div></div>
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