Customer Quality and Service Supervisor

Job Title

Customer Quality and Service Supervisor

Reports to

Quality Manager

Date

September 2026

Category

Full Time - Permanent

Opportunity

This posting is for a new role

Compensation

$75,000 to $100,000/year

About Merrithew

Merrithew® is the global leader in mindful movement, the company behind the STOTT PILATES® Movement System™ and a growing portfolio of leading movement education and equipment brands, including Align-Pilates and theGYROTONIC®organization. Since 1988, Merrithew has trained more than 100,000 instructors in over 135 countries and developed premium equipment and science-based education trusted by leading studios, rehabilitation centers and fitness professionals.

Merrithew supports instructors, studio owners and wellness leaders with a complete ecosystem to thrive, including training, equipment, digital resources, business tools and a global network of peers. Its vision is to transform lives through intentional, inclusive movement, shaping the next era of mindful movement through innovation, purpose and a commitment to professional excellence.

GYROTONIC®andGYROKINESIS®are registered trademarks.

Our Core Values

These are the values that guide our daily actions, decisions, and how we work with one another and our customers:

• Community – Culture of belonging, encourage connections and engagement
• Passion – Be present, enthusiastic, energetic, committed to purpose, inspiring
• Boldness – Act with courage, change the norm, never settle for “just ok”
• Customer-Centric – Our Vision is fulfilled through our Trainers, Partners and end-customers.
• Accountability – Act like owners, own the results
• Innovation – Delivering the best, highest-quality products, programs and services

Position Overview

The Customer Service & Quality Supervisor leads the day-to-day Customer Service function while providing hands‑on support for complex product and customer issues. This role supervises and develops Customer Service Coordinators, ensures a high-quality customer experience, and works closely with Quality, Operations, Engineering, Product Development, Supply Chain, and suppliers to resolve product‑related concerns.

The successful candidate is a customer‑service‑focused people leader who is comfortable managing a B2C environment, handling escalated customer concerns, coaching team members, improving service processes, and using product knowledge and problem‑solving skills to investigate complex issues.

This role is both customer‑facing and hands‑on. The Supervisor will review customer concerns, support escalations, investigate product issues, participate in root‑cause investigations, and work directly with cross‑functional teams and the manufacturing floor to identify and resolve recurring problems.

Major responsibilities

• Supervise, coach, and support Customer Service Coordinators in the day‑to‑day management of customer inquiries, complaints, warranty requests, and product concerns.
• Manage workload, priorities, escalations, and response times to ensure a consistent and positive customer experience.
• Establish clear standards for customer communication, follow‑up, documentation, and issue resolution.
• Support team members with complex or escalated customer situations and determine appropriate next steps.
• Monitor customer service performance and identify opportunities to improve service levels, efficiency, and customer satisfaction.
• Coach team members on effective communication, problem‑solving, de‑escalation, and customer follow‑up.
• Partner with Sales, Logistics, Quality, Operations, and other departments to resolve customer issues efficiently.
• Help develop and improve Customer Service processes, procedures, and training.
• Act as an escalation point for complex or high‑priority customer concerns.
• Review customer complaints, warranty claims, returns, and product concerns to determine appropriate action.
• Ensure customer concerns are accurately documented, investigated, communicated, and closed in a timely manner.
• Identify recurring customer issues and work with the appropriate departments to address underlying causes.
• Ensure customers receive clear, timely, and appropriate communication throughout the resolution process.
• Balance customer needs with company policies, warranty requirements, and business considerations.
• Lead or support investigations of complex product complaints, warranty issues, and field failures.
• Work directly with Quality, Operations, Engineering, Product Development, Supply Chain, and suppliers to determine root causes.
• Participate in investigations on the manufacturing