Customer Support Supervisor

Join Trulieve – Where Passion Meets Purpose

If you're interested in being part of one of the nation's fastest-growing industries, Trulieve may be the perfect place for you. We are proud to be recognized on TIME's America's Best Companies 2026 List , an honor awarded to top-performing U.S. organizations based on employee satisfaction, financial strength, and sustainability transparency. Trulieve was one of only two cannabis companies to receive this distinction.

If you have passion for helping others and want to make a meaningful impact through your work, this may be the role for you. At Trulieve, we strive to bring our patients the relief they need in products they can trust. Our plants are hand-grown in carefully controlled environments designed to minimize unwanted chemicals and pests, keeping the cultivation process as natural as possible every step of the way. To learn more about Trulieve and our mission, please visit www.trulieve.com (https://www.trulieve.com/)

Requisition ID: 21286

Remote Work Available: No

Job Title: Customer Service Supervisor

Department: Retail/Customer Care Service Center

Reports To: Retail Solutions Manager

FLSA Status: Regular – Exempt

Location: Hybrid, In office @ Clearwater Contact Center, FL

Role Summary

We are a customer centric service center that supports our retail operation. We care deeply for our customers and look for opportunities to exceed their expectations. The Customer Service Supervisor role is important to the organization because they support not only our customers/consumers with issues and escalations, but they assist Customer Service Representatives and Senior Customer Service Representatives with questions, training, research issues and administrative tasks. The Customer Service Supervisor will be responsible for coaching and developing a team of employees to improve performance by focusing on Employee Engagement, Customer Satisfaction & Loyalty, Quality & Compliance, Revenue and Expense Management.

Although this role is specific to the Customer Service Supervisor job responsibilities, team members may be asked to assist with inbound phone calls and chat messaging as needed to support the business.

Key Duties and Responsibilities

· Lead a team of Customer Service Representatives by creating a customer centric atmosphere of performance.

· Provide coaching, training, and development for all team members weekly.

· Take ownership and fully resolve customer escalations.

· Hold daily team huddles and weekly team meetings focused on process changes, skill development, and recognition.

· Fully understand and manage business and employee metrics.

· Work cross functionally with both internal and external business partners.

· Conduct performance management as necessary including corrective action recommendations.

· May participate in interviews and provide input on hiring decisions.

· Manage projects and initiatives as needed to support the business.

Skills and Qualifications

· Customer Satisfaction & Loyalty

· Drive for Results

· Critical Thinking

· Communication & Collaboration

· Coaching & Developing Others

· Managing a Remote Workforce

· Project Management

Physical Requirements

· Must be able to push, pull, move, and/or lift a minimum of 25 lbs.

· Must be able to work seated and standing as appropriate at workstations for extended periods.

· Must be able to have effective communication skills with all levels of leadership.

· Must be able to maintain multiple conversations via telephone, email or chat for extended periods of time.

· Microsoft Office basic skills.

Required/Preferred Experience

· At least 1 year of experience leading people and managing processes.

· Call Center experience is a plus.

· Bilingual (Spanish) is a plus.

Additional Minimum Qualifications

· Must be at least 21 years of age.

· High school diploma or equivalent education required.

· Must successfully complete a comprehensive background screening.

Work Schedule

· 40+ hours weekly.

· Must be available to work evenings, weekends, and occasional holidays.

Please apply directly through our official careers site or authorized recruitment channels. Using third-party application services may create issues with your applicant profile and lead to processing delays.

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.