Supervisor, Customer & Partner Care

Xometry•Lexington, KY

17d

About The Position

The CPC Supervisor leads Xometry’s contact center and order processing teams, combining people leadership with hands-on responsibility for daily queue health. The role coaches and motivates agents handling customer inquiries and ensures Purchase Order (PO) processing is timely, accurate, and free of backlog. Reporting to the Senior Manager, CPC Operations, the supervisor drives consistent team coverage, customer satisfaction, and continuous operational improvement, with a particular focus on minimizing stalled POs and reducing queue backlogs while building a capable, engaged, and accountable team. The supervisor hires, trains, and develops agents; oversees Salesforce queues, Omnichannel activity, and PO workflows; monitors customer support quality; and contributes to documentation and process improvements. The role collaborates with supervisors, management, Enablement, and QA, and helps maintain coverage during peak periods, holidays, and weekends as needed.

Requirements

At least 5 years of experience in a call center or customer service environment.
At least 2 years of experience supervising a team.
Proven experience managing high-volume operational workflows with strong attention to detail.
Familiarity with Purchase Orders, SOPs, and queue management expectations.
Strong proficiency with technology, including computers, software applications, and phone systems.
Exceptional written and verbal communication skills, with the ability to guide team members clearly and professionally.
Analytical judgment to identify risk, troubleshoot breakdowns, and solve operational problems with structured thinking.
Ability to motivate, train, and lead a team to meet performance standards.
Dependable presence during core shift hours and readiness to support weekends, holidays, and peak volume periods.
Bachelor’s degree or equivalent.
Analytical, efficient, thorough, composed, and courteous under pressure, particularly during peak hours.
A leadership approach grounded in consistency, follow-through, and professional accountability.
Strong organization and ability to follow through on open issues and reinforce standards across a team.
Commitment to continuous improvement, knowledge sharing, and workflow optimization.

Nice To Haves

Salesforce experience is a plus.
Further education in management is preferred.

Responsibilities

Hire, train, and onboard contact center and order processing agents, and support cross-training.
Set clear expectations for contact center objectives, performance standards, and company policies.
Coach agents through documented one-on-one sessions covering QA results, volume and handle-time metrics, and development goals; deliver corrective action when needed.
Facilitate team standups to align on goals, surface blockers, and promote shared ownership of key metrics.
Lead by example in building a culture of diversity, inclusion, and respect.
Oversee the day-to-day health of designated Salesforce queues, ensuring timely and accurate processing while mitigating operational risk.
Monitor agent Omnichannel activity and volume in real time, and reinforce benchmarks set by leadership.
Track stalled POs, verify stall reasons, escalate when necessary, and reinforce proactive outreach to eliminate avoidable delays.
Provide leadership with scheduled stalled PO reports and clear updates on blockers and escalated cases.
Process POs directly when SLAs are at risk or volume surges.
Oversee call, email, and chat handling to ensure a high level of customer service and satisfaction.
Uphold consistency with SOPs, documentation standards, and intake practices through periodic checks.
Complete regular QA reviews and partner with QA and leadership on monthly agent performance scorecards.
Contribute to internal reference materials, including Confluence training guides and SOPs, as workflows evolve.
Identify friction points in the PO and customer support lifecycle through stalled case reviews and escalations, and help refine workflows to improve speed, accuracy, and clarity.
Assess daily operations, identify strengths and opportunities, and implement strategies that retain customers.
Foster a customer satisfaction culture by delivering value in every interaction.
Partner with other supervisors in cross-shift syncs to review rollover causes and coverage plans.
Work with management, Enablement, and QA to ensure a cohesive approach to customer support and agent development.
Help maintain consistent shift coverage, including peak periods, holidays, and weekends as needed.