Overview
We are seeking an individual located in the UK. This is a Remote work-from-home position, and the individual is required to reside and be authorized to work in the UK.
At First Advantage (Nasdaq: FA), we put people at the heart of what we do. We foster a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be authentic, while treating all with respect, integrity, and fairness. We are a leading provider of mission-critical background screening solutions for Fortune 100 and Global 500 brands.
What You’ll Do
The Supervisor, Global Customer Care will manage a team of 15-25 Customer Care agents who support a large client. This role ensures the team consistently delivers high-quality service, adheres to performance metrics, and fosters a positive, collaborative environment. The Supervisor will lead the team in day-to-day operations, monitor performance, and handle escalations, while maintaining a focus on customer satisfaction and continuous improvement. This role requires strong leadership, excellent communication, and sound decision-making to meet departmental goals and elevate team performance. This position is a key leadership role responsible for mentoring team members, driving process improvements, and ensuring compliance with company policies and quality assurance standards.
* We are seeking an individual located in the UK. This is a Remote work-from-home position, and the individual is required to reside and be authorized to work in the UK.
* Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120 Mbps and 10 Mbps upload is required. Computers must be hard wired to a router. Equipment is provided.
* All remote employees must be on camera for all training sessions, including new-hire orientation and meetings with leaders and clients.
100% remote – UK Based.
Schedule after training: 9:00am – 6:00pm GMT+1 (Local UK Time)
Responsibilities
* Team Leadership & Support – Lead and mentor a team, ensuring motivation, readiness, and consistent delivery of high-quality customer service. Provide guidance on complex or escalated issues, foster empathy, professionalism, and continuous improvement to meet or exceed service standards. Monitor and manage daily work production and flow, maintain performance records, and report on weekly, monthly, and quarterly achievements.
* Performance Monitoring & Development – Analyze team performance against service goals. Monitor metrics such as call volume, customer satisfaction, issue resolution, and process adherence. Provide one-on-one feedback, conduct regular performance evaluations, and drive improvements in service delivery, documentation accuracy, and response times.
* Customer-Centric Focus – Maintain a customer-centric mindset, de-escalate issues, and ensure professionalism and empathy in all interactions. Drive ownership of customer service outcomes aligned with organizational goals.
* Training & Process Improvement – Ensure team proficiency with systems (CRM, communication platforms, client databases). Identify knowledge gaps, provide ongoing training, and implement process improvements to enhance efficiency.
* Quality Assurance & Compliance – Monitor interactions for QA standards, company policies, and client requirements. Provide coaching, ensure documentation accuracy, and lead regular training alignment with department goals.
* Communication & Collaboration – Ensure clear, professional internal and external communications. Share updates on policy changes, incentives, and technical issues; ensure team alignment with product and service improvements.
* Escalation Management – Address questions and escalations, provide guidance on resources, identify trends, and implement action plans to resolve issues efficiently.
* Reporting & Continuous Feedback – Track key performance metrics, provide actionable feedback, and support performance reviews and documentation of progress.
* Team Morale & Engagement – Conduct regular team meetings, celebrate successes, and foster a collaborative, high-engagement work environment.
Qualifications
* Proven ability to lead and mentor teams, providing feedback to improve skills, productivity, and morale.
* Strong customer service skills with empathetic and professional issue resolution.
* Experience managing multiple systems and troubleshooting complex issues across platforms while assisting customers.
* Excellent communication skills, clear and concise, adaptable to different audiences.
* Ability to work efficiently in a fast-paced, dynamic environment, prioritizing tasks and managing competing demands.
* Quickly establish rapport, show empathy, and project confidence with customers.
* Collaborative team player, able to work across departments.
* Prior experience with Microsoft Windows and ISPs; background in customer care or related services preferred.
* Proficient in CRM systems, Microsoft Office, and other call center technologies.
* Additional needs: ability to view projects and decisions in the context of broader organizational impact; experience managing multiple call queues; strong problem-solving and analytical skills.
* Educational requirements: HS Diploma or equivalent required. Bachelor’s degree or equivalent experience (US requirement only).
* Minimum 5 years of call center or related experience, with 3-5 years in a lead or supervisor role preferred. Call center certifications are a plus.
What Are You Waiting For? Apply Today! You have learned a little about us today – we want to learn about you. If you think this position and our company are a great fit, tell us about you by applying now!
United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to reflect the changing demographics of the workforce in our hiring and employment practices. We are an equal opportunity employer and do not discriminate on the basis of race, color, ethnicity, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other area protected by applicable law.
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