Supervisor, Customer Experience

Certus Pest Inc • Egypt Lake-Leto, FL

just now • Hybrid

About The Position

Lead day-to-day Customer Care operations to ensure consistent, high-quality customer experiences while driving team performance, accountability, and first-call resolution. This role exists to stabilize execution, improve customer satisfaction, and scale service quality through effective leadership, coaching, and operational discipline.

Requirements

• 2+ years of experience leading customer service or call center teams.
• Proven ability to coach performance and manage customer escalations.
• Working knowledge of CRM systems, reporting tools, and communication platforms (e.g., HubSpot, Teams).

Nice To Haves

• Experience supervising hybrid or remote customer service teams.
• Background in high-volume, service-driven or multi-location environments.
• Strong analytical skills with experience using KPIs to drive behavioral change.

Responsibilities

• Lead and support Customer Care agents to consistently meet service, quality, and productivity standards.
• Drive performance management through coaching, feedback, and escalation ownership.
• Ensure timely and accurate execution of core workflows, offline tasks, and customer follow-ups.
• Maintain operational rigor through reporting, scheduling support, and time/commission oversight.
• Partner cross-functionally to resolve systemic customer issues and improve CX processes.

What This Job Offers

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