Internal - Customer Experience Supervisor - Reno, NV

ZLINE • Reno, NV

4d • Onsite

About The Position

The Customer Experience Lead/Supervisor serves as the primary resource for the CE team, combining high-level technical expertise with team mentorship and operational oversight. This role ensures the team is equipped to handle complex troubleshooting while maintaining departmental standards and efficiency.

Responsibilities

• Team Leadership: Mentor staff, manage daily performance metrics, and oversee PTO/time-off requests. Provide regular feedback through calls and case audits.
• Technical Support: Serve as the subject matter expert for all appliance categories. Assist the team with troubleshooting and perform product demonstrations as needed.
• Training & Development: Assist with coordinating onboarding for new hires and facilitating ongoing training for the department to ensure consistency and growth.
• Escalations & Approvals: Act as the primary point of contact for customer escalations and out-of-policy requests.
• Process Improvement: Collaborate with leadership to identify, develop, and implement service policies that enhance the customer experience.
• Leadership Presence: Demonstrate the ability to delegate effectively and maintain a professional, encouraging environment for all team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed