Customer Care Supervisor

ABOUT RINSE

Rinse (www.rinse.com) is building the first and largest national brand in clothing care. We're taking on a massive consumer problem and creating a significantly better dry cleaning and laundry experience through the combination of smart scheduling, best-in-class quality, and a strong technology backbone.

We launched in 2013 and are currently in SF, LA, DC, Chicago, Boston, New York, New Jersey, Seattle, Austin, and Dallas, with plans for national expansion. We have created a service our customers love and a business model that actually works. 

Rinse is backed by leading investors and CEOs who see the massive potential in what we are doing and know we are the team to do it.  We are looking for stars to join our team and can’t wait to hear from you!

IN THIS ROLE, YOU WILL…

• Supervise, mentor, and motivate a team of customer care representatives to meet and exceed performance goals, setting clear expectations and holding team members accountable.
• Foster a positive and high-performance work environment focused on customer-first care.
• Complete regular communication and process quality audits, monitoring customer interactions to ensure all team members are operating at the highest level.
• Provide real-time and ongoing feedback through 1:1s and regular review cycles, celebrating high-performing team members and promptly addressing underperformance.
• Drive performance improvement initiatives by setting goals for your team, ensuring clear paths for growth and success.
• Handle customer escalations with poise and professionalism, stepping in to resolve complex or high-priority issues as needed.
• Diagnose the root cause of customer problems and take ownership to develop solutions from first principles.
• Collaborate with other members of Care Leadership, acting as a product and process expert, developing and enforcing best practices, streamlining workflows, and improving efficiency.

AS THE IDEAL CANDIDATE, YOU HAVE…

• A minimum of 2+ years of experience in a Customer Care Supervisor role
• Proven ability to hold teams accountable while maintaining a positive and supportive culture
• A passion for Customer Experience and building teams that are rooted in a customer-first mindset 
• Experience overseeing on and offshore associates
• Strong problem solving skills and a track record of building streamlined and scalable processes
• Experience working in a fast-paced and operationally complex environment
• Are a self-starter who takes initiative and works well both independently and as part of a team
• Have experience with GSuite, Slack, and Kustomer (or other CRMs).

WHY WORK AT RINSE…

• We are committed to professional development and can promise a fast-moving environment where you will be challenged and stretched on a daily basis.
• We offer competitive compensation and stock options, in addition to great benefits, including health insurance, 401k plans, and free dry cleaning and laundry!
• We have built a high-caliber team and have a tight-knit, collaborative work environment where you’ll constantly learn from others.

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