Customer Care Supervisor - Hartford, CT

Want to hear something crazy? Cars only spend 5% of their time driving. Where do they spend the other 95%? PARKED!

LAZ Parking is one of the largest and fastest growing parking companies in the country. LAZ operates hundreds of thousands of parking spaces across the country. When it comes to parking, we’re the experts!

We are also a PEOPLE FIRST company. We often say “parking is our industry but people are our passion.” Our mission is to “create opportunities for our employees and value for our clients”. If you’re looking to join a growing company led by passionate people committed to being the best – contact us today!

The Spirit Of The Position

LAZ Parking is seeking an experienced, compassionate, and service-oriented Customer Care Center Supervisor to lead our 24/7 National Customer Care team. This role serves as the primary escalation point for both internal field teams and external customers while ensuring operational excellence and exceptional customer experiences.

The ideal candidate understands that outstanding customer service begins with a supported, engaged, and empowered team. This leader will balance a commitment to operational performance with a genuine passion for coaching, developing, and supporting employees. The Customer Care Center Supervisor reports directly to the General Manager of Customer Experience.

Key Responsibilities

Leadership & Team Development

• Provide day-to-day leadership, coaching, and support to Customer Service Representatives (CSRs).
• Conduct regular performance feedback, coaching sessions, and team meetings to drive engagement and results.
• Lead onboarding, training, and continuous development initiatives to enhance employee performance and technical proficiency.
• Foster a positive, accountable, and customer-focused team culture.
• Address employee concerns, professionally and effectively.

Operations Management

• Oversee real-time contact center operations to ensure exceptional service delivery through phone and email channels.
• Manage shift operations, workload distribution, and escalation handling.
• Maintain real-time awareness of location operations, system status, and critical business updates to support the team effectively.
• Monitor key performance indicators (KPIs), service levels (SLAs), and compliance with company policies and contractual obligations.
• Ensure employee records are accurate and organized.

Customer & Business Support

• Serve as the primary escalation point for customer and operational issues.
• Provide real-time guidance on policies, procedures, call handling, and system-related questions.
• Build and maintain strong partnerships with field leadership and support teams to promote collaboration and operational efficiency.
• Support incident management and coordinate responses during operational disruptions, critical events, or system outages.

Workforce Management & Coverage

• Coordinate staffing coverage and leadership support during scheduling shortages, operational incidents, and peak business periods.
• Participate in a rotating 24/7 on-call leadership schedule.
• Maintain flexibility to support business needs across all shifts, including evening, overnight, and weekend coverage when necessary.

Additional Responsibilities

• Support continuous improvement initiatives and operational excellence efforts.
• Perform other duties as assigned.

Qualifications

Required

• High school diploma or equivalent.
• Minimum of 2 years of supervisory, team lead, or leadership experience in a contact center, customer service, or related environment.
• Strong verbal and written communication skills.
• Proficiency with contact center technology, computer applications, and phone systems.
• Proficiency with Microsoft Word, Excel and PPT
• Demonstrated ability to coach, motivate, and develop employees.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Ability to remain calm, professional, and customer-focused in fast-paced or high-pressure situations.

Preferred

• Associate's or Bachelor's degree in Business, Management, Communications, or a related field.
• Experience leading teams in a 24/7 customer care, contact center, or service environment.
• Workforce management, scheduling, or service-level management experience.
• Experience with quality assurance, performance metrics, and continuous improvement initiatives.

Why Join LAZ Parking?

At LAZ Parking, customer service is at the heart of everything we do. We are looking for leaders who are passionate about developing people, delivering exceptional customer experiences, and driving operational excellence. If you thrive in a fast-paced environment and enjoy supporting both customers and employees, we'd love to hear from you.

FLSA STATUS: EXEMPT