Customer Success Loyalty Support Supervisor

 Job Summary:

The Customer Success Loyalty Support Supervisor plays a critical leadership role in the success of the Revance Rewards program and overall customer experience. This position is responsible for supervising a team of Customer Success Loyalty Support Specialists who deliver high-touch service through inbound calls, emails, and chat. The Supervisor ensures exceptional service quality, oversees day-to-day operations, manages escalations, and supports continuous improvement efforts. This role is instrumental in driving customer loyalty, engagement, and retention across the consumer rewards ecosystem.

Reporting to:     Executive Director, Customer Service
Location:            Hybrid in Nashville, TN; remote in all other locations

Responsibilities/Essential Duties:

• Team Leadership & Performance Management
  • Supervise daily activities of the Customer Success Loyalty Support Specialist team to ensure consistent, high-quality customer interactions.
  • Monitor individual and team performance against KPIs, including service levels, response times, quality, and customer satisfaction.
  • Conduct regular 1:1’s, coaching sessions, and performance evaluations.
  • Provide real-time support, guidance, and training to team members.
  • Promote a positive, collaborative, and customer-first culture.
• Operational Oversight
  • Manage staffing schedules to ensure appropriate coverage across service hours (5:00am – 5:00pm PT, Monday through Friday).
  • Oversee workflow distribution across phone, chat, and email channels.
  • Monitor queue activity and adjust resources to maintain service levels.
  • Ensure accurate documentation of customer interactions in CRM and other systems.
• Education & Issue Resolution
  • Serve as the point of escalation for complex, sensitive, or unresolved customer issues.
  • Partner closely with cross-functional teams (Sales, IT, Quality, Operations) to resolve systematic or multi-step problems.
  • Identify root causes and drive corrective actions to improve customer outcomes.
• Quality Assurance & Continuous Improvement
  • Conduct regular quality monitoring and deliver constructive feedback.
  • Identify trends in customer contacts and recommend improvements to processes, knowledge resources, and tools.
  • Collaborate on training materials, SOP updates, and program enhancements.
  • Support new initiatives, including the rollout of Revance Rewards updates and customer experience enhancements.
• Reporting & Analytics:
  • Track, analyze, and report on key performance metrics for leadership review.
  • Leverage CRM and contact center analytics to identify customer behavior trends and operational opportunities.
  • Provide recommendations to improve loyalty engagement, retention, and service efficiency.
• Program & Cross-Functional Support
  • Act as a subject-matter expert for the Revance Rewards program, ensuring team alignment on program rules, enrollment processes, benefits, and troubleshooting.
  • Support collaboration with Marketing, Digital, and Commercial teams on program execution.
  • Provide feedback to leadership regarding customer sentiment, systemic issues, and improvement opportunities.

 
Basic Qualifications:

• Associate’s or Bachelor’s degree, or equivalent combination of education and experience.
• 3-5 years’ experience in customer service, loyalty programs, or a contact center environment.
• 1-2 years’ experience in a lead or supervisory role.

Preferred Qualifications:

• Degree in Business, Communications, Marketing, or related field.
• Demonstrated success managing performance and coaching teams.
• Experience handling escalated or complex customer interactions.
• Background in rewards/loyalty program support.
• Experience with CRM and call center platforms such as Salesforce, Zendesk, Twilio, Five9, or similar.
• Strong leadership, coaching, and team development capabilities.
• Excellent communication skills (verbal and written), with the ability to guide both customers and team members.
• High emotional intelligence and customer-centric mindset.
• Strong analytical ability to interpret performance metrics and customer data.
• Proficiency with CRM systems and Microsoft Office Suite.
• Strong problem-solving skills with the ability to manage escalations professionally.
• Knowledge of customer loyalty strategies and retention best practices.
• Ability to support change management and continuous improvement initiatives.
• Familiarity with multi-channel contact center technologies.

Company Summary:

Revance is a fast-growing global aesthetics and skincare company focused on providing innovative aesthetics and market-leading skincare offerings throughout every stage of life. With a differentiated portfolio of products spanning 60 countries, Revance meets the evolving needs of patients and consumers worldwide through continued innovation and commercialization of new products and treatments.

What Revance invests in you:

• Competitive Compensation including base salary and annual performance bonus.
• Flexible PTO, holidays, and parental leave.
• Generous healthcare benefits, HSA match, 401k match, employer paid life and disability insurance, pet insurance, wellness discounts and much more!

This section of the job description is required by the American with Disability Act (ADA). The ADA requires that job descriptions reflect the physical and mental demands required to effectively perform the essential duties of the job. The ADA prohibits employers from discriminating against a “qualified individual with a disability” in all aspects of the employment relationship. A “qualified individual with a disability” is “an individual who meets the education, experience, skill, and other job-related requirements of a position held or desired, and who, with reasonable accommodation, can perform the essential functions of a specified job.”

Revance is an Equal Opportunity employer. All qualified applicants will receive consideration for employment based on merit, without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.