Customer Operations Vendor Supervisor-Remote

Who We Are:

At Intoxalock a member of the Mindr family of brands, we are dedicated to being a force for good. That's why we provide substance use safety, detection and monitoring products and services that help people live responsibly and keep communities safe.

Always aware. Always Guiding. Never Restricting or judging.

Work Schedule: Overnight shift (example 8pm-5am Central time), some flexibility available

What You’ll Be Doing

The Customer Operations Vendor Supervisor works closely with vendor leadership, participates in regular and ad hoc performance discussions, and demonstrates servant leadership to empower frontline teams. The overarching goal is to elevate service delivery, maintain alignment with organizational standards, and consistently exceed key performance indicators to ensure exceptional customer experience.

• Lead, inform, and communicate our third-party customer operation vendor performance and surpass key performance indicators established with vendor.
• Communicate, motivate and appropriately reward the specialists for achieving and exceeding their objectives. This may include creating incentives, holding contests and similar activities to create a challenging and fun work environment.
• Proactively assess performance regularly to strategize improvements in quality and productivity.
• Establish performance expectations for the associates and reviewing their performance. Responsible for uniformly enforcing policies and procedures among associates.
• In instances of underperformance from direct employees, conduct critical conversations with associates who are falling short of minimum expectations. Outline performance improvement plans tailored to the individual, to drive progress in applicable areas.
• Conduct regularly scheduled Weekly business reviews with vendor leadership team to review previous week’s performance and provide feedback on performance as necessary.
• Collaborate with vendor leadership to propose solutions for customer and departmental challenges, and suggest ideas for enhancing customer experience, quality, efficiency, productivity and other key performance indicator measurements.
• Update leadership team with information pertaining to observations/changes/trends observed from our customers and our vendor. Operate with the foresight to suggest/apply potential solutions related to this front-line feedback.
• Focus on and achieve superior customer satisfaction, while adhering to all compliance regulations
• Hold associates accountable for their performance and quality.
• Identify performance trends and patterns and make appropriate training recommendations, as well as recommendations for policy and procedure changes that may enhance the associates' productivity and/or the customers' experience.
• Maintain in depth knowledge of our products, services and regulatory requirements to ensure accurate customer support.
• Partner with Workforce Management, Quality Assurance, and Training to support expectations and goals.
• Participate in ongoing Supervisor upskill training and developmental programs.
• Meet or exceed metrics and expectations for Customer Support Operations Supervisors.
• Perform other duties and responsibilities as required or requested by Mindr leadership.

What You’ll Bring to the Table:

• High School Diploma or GED, plus 2-4 years of progressive leadership experience required, preferably in a customer support contact center or vendor management environment.
• Excellent verbal and written communication abilities, proficiency in computer skills encompassing Microsoft Office programs, and demonstrated adaptability.
• Efficient in analytical and critical thinking, adept at analyzing qualitative and quantitative trends to formulate effective strategies.
• Effective problem solving and process improvement skills to identify and resolve operational, customer facing, and employee relations issues effectively
• Ability to be on-call and/or work non-standard business hours (ex. overnights) on occasion

Why work for us?

Check out this list of a few of the many good reasons why we are a Top Workplace:

• Starting salary range is $52,700.00 -$68,000.00 annually +potential 5% annual bonus incentive + 401(k) + benefits.
• We are the nation’s largest interlock provider, and our Mission is to help people live and drive responsibly.
• Mindr won the 2023 Top Workplace Award locally and nationally–and 2024 Best Place for Working Parents Award
• Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
• A comprehensive and highly competitive benefits package, including:

• Dental Insurance
• Health Insurance
• Vision Insurance
• 401(k)
• Paid Holidays
• Paid Time Off
• Ongoing Professional Training online via Litmos
• And more

Equal Opportunity Employer

It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex or genetic information.