Job Description
Supervisor, Customer Experience Department: Customer Experience Employment Type: Full Time Location: Remote Reporting To: Sr. Manager, Customer Experience Description The Customer Experience Supervisor is responsible for overseeing the day-to-day operations of the Customer Experience, ensuring high levels of customer service, and managing a team of CX Representatives. This role requires advanced leadership skills, a deep understanding of Customer Experience processes, and the ability to handle escalated customer issues. The Supervisor will serve as a mentor and coach to team members, ensuring they meet performance metrics and maintain high-quality customer interactions. Key Responsibilities Team Management: • Supervise, coach, and mentor a team of CX Representatives (Tier I, II, and III). • Conduct regular performance evaluations, call monitoring and provide feedback. • Monitor team performance to ensure adherence to company policies, procedures, and KPIs. • Manage team scheduling, attendance, and leave requests to ensure adequate coverage. Operational Oversight: • Oversee daily Customer Experience operations, ensuring efficiency and effectiveness. • Handle escalated customer issues, ensuring prompt and satisfactory resolutions. • Analyze Customer Experience metrics and reports to identify areas for improvement and implement corrective actions. Quality Assurance: • Ensure that all customer interactions are handled with the highest level of professionalism and in line with company standards. • Regularly review customer interactions (calls, emails, and chats) to ensure quality and compliance. • Assist in developing and updating training programs, SOPs, and quality assurance guidelines. Collaboration and Communication: • Work closely with other departments (e.g., IT, HR, Field Operations, Training) to address operational challenges and support team needs. • Serve as the primary point of contact between the Customer Experience team and senior management. • Provide regular updates to management on team performance, challenges, and achievements. Continuous Improvement: • Stay updated on the latest industry trends, company products, and services. • Lead or participate in projects aimed at improving Customer Experience operations, recommend process improvements to improve customer satisfaction, and ensure high levels of employee engagement. • Identify training needs and opportunities for team members and arrange for appropriate training sessions. Skills, Knowledge & Expertise • Must live in Florida or Texas • High school diploma or equivalent; associate or bachelor's degree preferred. • Minimum of 5 years of experience in a Customer Experience environment, with at least 3 years in a leadership role managing teams. • Proven track record of high performance in a Customer Experience setting, particularly in resolving complex customer issues. • Ideal candidate will possess strong technical aptitude and be comfortable with technology, troubleshooting and learning new systems • Strong leadership, coaching, and mentoring skills. • Excellent communication and interpersonal skills. • Advanced problem-solving abilities, data analysis and attention to detail. • Proficiency with CRM systems, Microsoft Office and other Customer Experience software. • Ability to multitask, prioritize, and work effectively under pressure. Advancement Criteria: • Demonstrate consistent high performance in team management and customer satisfaction. • Complete required leadership training programs. • Maintain a clean disciplinary record and meet or exceed performance targets for at least 12 months. Job Benefits • Medical, Dental and Vision • PTO & Holidays • 401K + Match • Life Insurance • FSA & HSA • Short Term/Long Term Disability • Legal Plan Support & EAP Apply tot his job