Customer Service Supervisor - Waterbury, VT

The Company:

Founded in 1978, Cabot Hosiery Mills is an American manufacturer of premium socks with uncompromised comfort, durability, and fit.

With a family of brands including Darn Tough Vermont, Wide Open, and Cabot & Sons, our mission is to make the world’s best socks, in Vermont, USA, and back them with our Unconditional Lifetime Guarantee. We are family owned, three generations strong, and have yet to produce our best sock.

Job Summary:

We are looking for a forward-thinking, world-class Consumer Service Supervisor.

This position requires someone who can provide and inspire legendary service with a strong attention to detail while staying calm under pressure.

The CS Supervisor must be a strong leader, creative problem solver, and always maintain a positive attitude.

This individual works closely with multiple teams to support our consumers and leads our customer service team to deliver exceptional experiences that align with our company values and premium product.

This role starts at $72,000 to $78,000 annually and is based on experience. 

Key Responsibilities:

Team Leadership & Development


* Lead and mentor a team of 6-9 full-time Customer Service Representatives and an Order Management Coordinator


* Work collaboratively with the Customer Service Manager and other stakeholders to provide exceptional service across all our service channels and maintain service levels.


* Foster a positive team environment that aligns with CHM values and maintains high employee engagement.


* Conduct weekly QA reviews and bi-weekly one-on-ones with all direct reports to ensure continuous development and employee success.


* Support the hiring process and manage the performance of 6-10 seasonal reps during peak season (September – February).


* Prioritize and delegate contacts and tasks to the team to ensure prompt, professional responses to customer inquiries and needs.

Training and Development Oversight:


* Oversee development and delivery of training programs for all customer service staff, including seasonal and BPO personnel


* Manage training materials, resource updates, and e-learning content to reflect current products and procedures


* Evolve QA scoring criteria and evaluation frameworks across all service channels


* Monitor training effectiveness and agent performance through metrics, assessments, and coaching coordination


* Collaborate with department leaders to identify training needs and recommend process improvements


* Maintain training SOPs and ensure alignment with industry best practices

Customer Support Excellence


* Handle escalated consumer inquiries and engage in service recovery when needed.


* Ensure consistent service quality across all channels (phone, email, live chat, social media).


* Monitor and maintain SLAs and response time targets through regular reporting.


* Act as an advocate for our consumers, surfacing critical consumer feedback.

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