GCC Customer Service Supervisor - FLEX (Houston, Texas)

Position Purpose:

The GCC Customer Service Supervisor – CSR Team leads and develops a team of customer service associates responsible for supporting customers after the sale. This role is accountable for delivering an exceptional post‑order experience by ensuring issues related to delivery, corrections, and returns are resolved accurately, efficiently, and with genuine care.

This leader balances people‑centric leadership with strong operational execution, driving performance, quality, and accountability while building a culture rooted in our core values. The Supervisor coaches and empowers associates to deliver consistent, high‑quality solutions, reinforces ownership at every level, and remains closely engaged in both customer outcomes and associate development.

Success in this role requires additional focus on performance and growth—actively monitoring results, identifying opportunities, and holding associates accountable through timely coaching, clear expectations, and ongoing feedback. The Supervisor serves as a role model and subject matter expert in products, systems, policies, and processes, ensuring the team has the knowledge, support, and confidence to perform at a high level and contribute to long‑term customer loyalty and departmental KPIs.

By investing in people, reinforcing accountability, and consistently raising the bar, this role plays a critical part in delivering outstanding customer experiences and driving results for Global Custom Commerce.

The ideal candidate will reside in the Houston, TX metro area. This position follows a Location Flex schedule, requiring 3–4 days per week onsite at the GCC Contact Center in Houston, Texas to support collaboration, coaching, and team engagement.

What is GCC?

Global Custom Commerce (GCC) is a Home Depot Company dedicated exclusively to the sale of custom window covering solutions, including blinds, shades, and other made‑to‑order products. GCC plays a critical role in Home Depot’s e‑commerce and interconnected customer experience, supporting customers through a consultative, sales‑driven model that blends product expertise, design guidance, and personalized service. Unlike a traditional contact center, GCC operates in a specialized, performance‑focused environment where customer engagement, solution‑based selling, and relationship building are central to delivering both customer satisfaction and business results.

Key Responsibilities:

• 25% Identify associate improvement opportunities by listening to calls, reviewing key metrics, and observing behaviors on an ongoing bases

• 25% Facilitate coaching/feedback sessions geared towards specific behaviors including: QA, productivity, customer service soft skills, and behaviors associated with key metrics (ex. - credits and remakes)

• 20% Support associate development and engagement by conducting monthly 1:1 conversations and administering developmental blueprint conversations

• 15% Collaborate with HR and leadership on performance management activities as needed, including hiring, progressive discipline, leave of absence, performance improvement plans, and attendance, and separations

• 10% Act as Service SME on projects and initiatives as assigned by manager, which includes attending project meetings and speaking up as the customer service expert, completing project tasks, and cascading all relevant information to the leadership team

• 5% Stay abreast of updated products and services, company policies, customer service industry trends, and best practices

Direct Manager/Direct Reports:

• This position reports to a Manager of Customer Service.

• This position has 15 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Prior experience in a supervisory role or lead role preferred

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 4

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• 1+ years

Certifications:

• None

Competencies:

• Demonstrate strong leadership abilities

• Action Oriented

• Ability to collaborate well with other members of leadership by exercising respectful candor and working through conflicts effectively

• Excellent Communications skills, both written and oral

• Strong computer skills including experience with Windows, Microsoft Office Suite and the Internet

• Must adhere to work schedule

• Exemplary organizational skills

• Ability to perform with minimal supervision

• Understanding of call center technologies including IVR/ACD/email systems