Supervisor, Customer Service (Chat)

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Do you thrive in fast-paced environments and enjoy guiding teams toward service excellence? Join Spectrum as a Supervisor of Customer Service Chat, where your leadership will empower representatives to deliver seamless customer interactions. Your expertise will shape the customer's experience and drive our vision for outstanding service, making a tangible difference every day.

How You'll Make an Impact

Lead and coach a team of Chat Customer Service Representatives to achieve key performance measures

Monitor individual and team performance, providing actionable feedback to ensure quality standards are met

Assist representatives with escalated customer issues to resolve challenges efficiently

Oversee chat communications and performance metrics, offering guidance to enhance customer interactions

Develop staff through ongoing coaching and on-the-job training for optimal effectiveness

Establish and maintain relationships across departments to align on business initiatives

Manage personnel matters including performance reviews, counseling and disciplinary actions

Ensure accurate payroll processing through Kronos for your team

Motivate and inspire the team using problem-solving and development strategies

Working Conditions

Operate in a fast-paced call center environment

Manage multiple priorities and tasks to meet deadlines

Participate in additional duties as requested by management

What You'll Bring to Spectrum

Required Qualifications

Education

High school diploma or equivalent

Experience

Customer relations, communications experience

Skills

Ability to read, write, speak and understand English

Ability to hire, evaluate, coach and counsel direct reports in their duties

Ability to act with honesty and integrity

Ability to communicate clearly verbally and in writing

Ability to prioritize and organize tasks effectively

Ability to supervise and motivate others

Ability to use a personal computer and software applications including word processing, spreadsheets and cable billing systems

Ability to manage projects

Knowledge of customer relations functions and tasks

Knowledge of Spectrum products and services

Knowledge of general accounting and billing procedures

Patient, flexible, dependable with an outstanding attendance record

Preferred Qualifications

Education

Associate degree or higher

Experience

Leadership experience in a call center environment

Skills

Advanced problem-solving and team development skills

Strong interdepartmental communication abilities

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CCS403 2026-69770 2026

Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.