Customer Service Supervisor

Location: Lafayette, LA (On-site)

Department: Customer Support

About Golfballs.com

Golfballs.com is the leading destination for custom-printed golf balls and golf gifts. We’re fast-growing, customer-obsessed, and serious about doing things right the first time. Our Customer Support team plays a critical role in creating raving fans, solving problems before they escalate, and being the voice of our customers across the organization.

We’re hiring a Customer Service Supervisor to help lead, coach, and elevate our front-line support team as we continue to scale.

The Role

The Customer Service Supervisor is a hands-on leader responsible for driving service excellence, accountability, and consistency across our customer support team. This role sits directly under the Director of Customer Support and partners closely with Sales, Operations, and BI to improve customer outcomes, reduce friction, and increase retention.

You’ll lead by example—coaching daily, solving real customer issues, improving workflows, and helping the team deliver exceptional service at scale.

Our Customer Service Objectives

This role is directly accountable for executing against the following objectives:

1. Deliver Best-in-Class Service
Care deeply, execute with precision, and get it right the first time.
Drive NPS and CSAT through first-contact accuracy and quality.

2. Create Raving Fans
Deliver memorable, human experiences that build trust and loyalty.
Increase repeat customers and long-term relationships.

3. Champion Our Customers
Proactively identify and eliminate friction across the customer journey.
Remove pain points before they impact customers.

Key Responsibilities

Team Leadership & Coaching

• Lead, coach, and support a team of Customer Service Representatives (phone, email, chat)
• Set clear expectations around quality, responsiveness, and ownership
• Conduct regular 1:1s, performance feedback, and coaching sessions
• Help onboard and ramp new team members effectively

Service Quality & Execution

• Ensure issues are handled accurately and resolved right the first time
• Monitor tickets, chats, and calls for quality and consistency
• Reduce rework, escalations, and repeat customer contacts
• Champion empathy, clarity, and professionalism in all customer interactions

Process Improvement & Visibility

• Identify pain points in customer workflows and drive improvements
• Improve cycle times, queue management, and SLA visibility
• Partner with leadership to implement QA processes, dashboards, and tooling
• Provide actionable feedback to Operations, Sales, and IT based on customer insights

Customer Advocacy

• Serve as a strong internal voice of the customer
• Escalate trends and root causes—not just individual issues
• Help create memorable customer moments that drive loyalty and repeat business

What We’re Looking For

Required

• Avid golfer with a strong understanding of golf culture, products, and customer expectations
• 2+ years of customer service leadership or supervisory experience
• Proven ability to coach, develop, and hold teams accountable
• Strong ownership mindset with attention to detail and follow-through
• Excellent written and verbal communication skills
• Ability to balance day-to-day execution with continuous improvement
• Comfortable leading in a fast-paced, high-volume environment
• Work out of our Lafayette location on premise

Preferred

• Experience supporting eCommerce or custom-product customers
• Familiarity with CRM/ticketing systems and QA processes
• Data-driven mindset with interest in CSAT, NPS, first-contact resolution, and cycle time
• Experience partnering closely with Sales and Operations teams

Why Golfballs.com

• Growing company with real opportunity to make an impact
• Leadership team that values ownership, accountability, and continuous improvement
• Collaborative culture where customer support is a strategic advantage—not a cost center
• Competitive pay, benefits, and long-term growth potential