Supervisor, Digital Service

Why consider this job opportunity

• Salary up to $70,000
• Health and life insurance plans, dental and vision coverage
• 401(k) with company match and paid time off
• Tuition reimbursement and leadership mentoring opportunities
• Casual dress environment and maternity/paternity leave
• Opportunity to work in a mission-driven, people-first organization

• Monitor digital agents' interactions to ensure accuracy and compliance with service standards
• Provide feedback for improving digital agent performance and participate in testing updates
• Support human agents by ensuring proper escalation of complex issues
• Review performance reports related to digital agent accuracy and customer experience outcomes
• Identify opportunities to streamline processes and enhance customer satisfaction

• High School Diploma or GED
• Bachelor’s Degree in Statistics, Mathematics, Data Science, Computer Science, or related field, or equivalent relevant work experience
• 2+ years of experience in a contact center or customer service environment
• Minimum of one year of experience in a position focused on identifying trends and patterns within data
• Hands‑on experience in generative AI, large language models, and/or agentic systems

• Experience with quality monitoring and/or auditing chats or calls
• Familiarity with data analytics and AI-driven automation
• Prior exposure to process improvement, knowledge management, or content development
• Strong analytical thinking and curiosity about how systems and processes work

#Contact Center #Customer Service #Digital Transformation #Career Opportunity #Competitive Pay

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