Customer Care Supervisor
Gig Harbor, WA, United States of America
Gig Harbor, WA, United States of America
Commitment: Full-time, in person in Gig Harbor, WA. There will be no hybrid or remote consideration given for this position, no exceptions. Please don’t try to convince us otherwise.
Compensation: $30/hour + medical/dental/vision, matching 401(k), paid time off, and EOY bonus eligibility
Reports To: Customer Care Manager
Travel Requirements: up to 10%
At Farmgirl Flowers, customer experience is at the center of everything we do. When someone reaches out to us, it usually means something didn’t go as planned — and how we respond in that moment matters.
This is a hands-on leadership role for someone who genuinely enjoys working with people and takes pride in taking care of customers in a thoughtful, human way.
You’ll support a small, close-knit Customer Care team, spending time in the queue while also stepping out to handle escalations, answer questions, and help keep things running smoothly throughout the day. You’ll play a key role in setting the tone for how we show up — both for our customers and for each other.
Because we’re a small team, this role requires a high level of ownership. There isn’t a lot of hierarchy or hand-holding — you need to be comfortable working independently, making good decisions in real time, and stepping in wherever needed.
Support the day-to-day flow of the Customer Care team, helping ensure timely, thoughtful responses to customers
Handle escalated or sensitive customer situations with care, ownership, and sound judgment
Act as a steady, reliable presence for the team — especially during busy or high-pressure moments
Lead by example in how you communicate, problem-solve, and show up day-to-day
Provide real-time guidance, coaching, and support to team members
Help maintain quality and response standards, especially during peak periods
Partner with the Customer Service Manager to identify trends, flag issues, and improve processes
Jump in wherever needed — from working the queue to troubleshooting issues or filling gaps
This role comes with real responsibility — both in how we care for our customers and how we support our team.
We’re looking for someone who brings professional maturity, strong judgment, and emotional intelligence. Someone who knows how to communicate clearly and kindly, how to de-escalate rather than inflame, and how to make thoughtful decisions without needing constant direction.
You’ll often be stepping into situations that are unclear, imperfect, or time-sensitive. The right person knows how to stay calm, grounded, and solutions-oriented — while still holding a high bar for quality and accountability.
Just as importantly, this role requires discernment: knowing when to step in, when to coach, when to escalate, and when to simply listen.
3+ years of customer service experience, with some leadership or senior-level responsibility
Comfortable working independently and autonomously — able to make decisions without constant input
A calm, steady presence, especially under pressure
Strong written and verbal communication skills
Genuine enjoyment of working with people and helping solve problems
Reliable, accountable, and consistent in how you show up
Able to lead by example and earn trust with a small team
Detail-oriented but practical — able to make good decisions quickly
Comfortable in a fast-paced, high-volume environment
Experience with customer service platforms (Zendesk, Gorgias, etc.) preferred
Needs constant direction or reassurance to do their job
Gets easily overwhelmed or reactive when things get busy
Avoids stepping into difficult conversations or decisions
Struggles with follow-through or accountability
Prefers working independently without supporting a team
Treats customer service as transactional rather than human
We’re a small team that cares deeply about what we do. We work hard, support each other, and take pride in doing things well — even when it’s not the easiest way.
People who thrive here tend to take ownership, show up consistently, and care about both the work and the people around them. There’s a lot of trust, a lot of responsibility, and a real opportunity to make an impact every day.
If this sounds like something you’d genuinely enjoy, we’d love to hear from you. Please send your resume along with a short note about why this role speaks to you.
Employees (and their families) are eligible for medical, dental, and vision insurance. Basic life insurance and accidental death and dismemberment coverage are also available for employees. Employees can enroll in our Flexible Spending Accounts program and the company’s 401(k) plan, which includes a company match. Fringe benefits are available for this role. Lastly, this role is subject to our paid time off/sick policy.
Equal Opportunity Employer: Farmgirl Flowers is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. All qualified applicants will receive consideration for employment without regard to their individual backgrounds and characteristics. We are committed to providing a workplace free of any discrimination or harassment. This commitment extends to all aspects of employment, including hiring, promotion, transfer, compensation, and termination. By submitting your application, you acknowledge and agree to the company's commitment to equal employment opportunities.
Essential Job Functions and Accommodations: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of responsibilities, duties, or qualifications. Specific tasks and duties may vary based on business needs. Farmgirl Flowers is committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application process.
Fair Chance Hiring: Farmgirl Flowers will consider qualified applicants with a criminal history. You do not need to disclose your criminal history or participate in a background check until you receive a conditional job offer. After making a conditional offer and running a background check, if we are concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
Recruitment Fraud: Beware of recruitment fraud and scams that involve fictitious job descriptions followed by false job offers. If you are applying for a job, you can confirm the legitimacy of a job posting by viewing current open roles HERE. All legitimate job postings will require an application to be made directly on our official Farmgirl Flowers Careers website. Job-related communications will only be sent from email addresses ending in @farmgirlflowers.com. Please ensure that you’re only replying to emails that end with @farmgirlflowers.com.
