Supervisor, Customer Experience
About The Position
Purpose 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 within a fast-paced, evolving acquisition environment. Key Contributions 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 Customer Experience (CX) processes Support ongoing change initiatives related to acquisitions, system enhancements, and evolving business needs Success Metrics Customer Satisfaction (CSAT): Maintain = 90% CSAT across supervised interactions First Call Resolution (FCR): Improve or sustain FCR at = 75% Average Handle Time (AHT): Meet established AHT targets while maintaining quality After Call Work (ACW): Maintain ACW within defined standards Hold Time: Keep average hold time within acceptable thresholds Service Levels: Achieve daily and monthly service level targets Abandon Rate: Maintain abandon rate within acceptable percentage thresholds Escalation Resolution: Resolve = 95% of escalated issues within 24 hours with no repeat escalation Team Performance: = 85% of agents consistently meeting QA, adherence, and productivity goals Task Completion: 100% of assigned offline tasks (callbacks, emails, chat support) completed within SLA Growth Impact Improves customer retention and lifetime value through faster, higher-quality issue resolution Enables scalable growth by establishing consistent performance standards and repeatable CX practices Reduces operational risk by ensuring adherence to call flow standards, documentation, and reporting Strengthens team culture through accountability, responsiveness, and coaching-driven development Capabilities & Strengths People Leadership & Coaching: Ability to motivate, develop, and hold teams accountable in a KPI-driven, service-focused environment Operational Judgment: Uses data, reporting, and real-time insights to prioritize work and drive results Customer-Centric Mindset: Models professionalism, empathy, and ownership in every customer interaction Change Agility: Comfortable leading teams through frequent change in a fast-paced acquisition company Hours of Operation & Schedule Customer Care Center Hours: 8:00 AM – 8:00 PM, Monday through Saturday Supervisor schedule will vary based on business needs, including potential evenings and Saturdays
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 Customer Experience (CX) processes
- Support ongoing change initiatives related to acquisitions, system enhancements, and evolving business needs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
