Customer Experience Supervisor

Customer Experience Supervisor

A Customer Experience Supervisor is responsible for overseeing a team of customer service representatives, managing customer interactions, resolving escalated issues, and actively working to improve the overall customer experience by analyzing data, implementing process improvements, and ensuring customer satisfaction across all touchpoints within a company. Key responsibilities include hiring, training, coaching staff, monitoring performance, addressing complaints, and identifying areas for customer experience enhancement.

You must reside in one of these US states
: AZ, CO, FL, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, WI or one of these provinces in Canada:
Ontario

• Team Management

  Hire, train, and develop customer service representatives. Assign tasks and monitor the performance of team members. Provide coaching and feedback to improve customer service skills. Conduct performance reviews and address performance issues.

• Customer Interaction Management

  Handle escalated customer complaints and inquiries. Resolve complex customer issues and provide solutions. Monitor customer interactions through phone calls, emails, and live chat. Ensure timely and accurate responses to customer inquiries.

• Customer Experience Improvement

  Analyze customer feedback data to identify areas for improvement. Implement new processes and procedures to enhance customer experience. Develop and execute customer experience initiatives. Track key customer satisfaction metrics and report on trends.

• Quality Assurance

  Monitor customer service interactions to ensure compliance with company standards. Identify and address quality issues within the team. Conduct regular quality audits to maintain high service levels.

• Cross‑Functional Collaboration

  Work with other departments (sales, marketing, product development) to align customer experience strategies. Communicate customer feedback to relevant stakeholders to drive improvements. Collaborate on new product and service launches to optimize customer experience.

• A minimum of three years of experience in a contact center leadership role
• Proven track record in a customer service role with supervisory experience (preferred)
• Proficiency with CRM systems and relevant customer service software
• Understanding of the company’s products, services, and industry standards
• Experience using AI tools in contact centers (preferred)

• Communication

  Effectively conveys customer service expectations, performance feedback, and process improvements to team members and stakeholders; ensures clear and empathetic communication when handling escalations and resolving customer concerns.

• Dependability

  Takes ownership of team leadership, customer issue resolution, and service quality assurance, ensuring customer interactions meet company standards and drive satisfaction.

• Interpersonal Skills

  Builds strong relationships with team members, cross‑functional teams, and customers, fostering a collaborative and customer‑centric work environment.

• Problem Solving/Analysis

  Uses customer feedback, performance metrics, and service trends to identify areas for improvement and implement solutions that enhance the customer experience.

• Results Focused/Initiative

  Drives customer satisfaction, service efficiency, and operational improvements by proactively analyzing trends, optimizing workflows, and coaching team members on best practices.

• Team Leadership & Development

  Hires, trains, and mentors customer service representatives, providing performance feedback, coaching, and career development support to ensure a high‑performing team.

• Customer Interaction & Escalation Management

  Handles complex customer complaints and escalations, ensuring timely resolution, customer satisfaction, and adherence to service policies.

• Process Optimization & Customer Experience Improvement

  Develops and implements new customer service processes, feedback loops, and service enhancements to improve efficiency, responsiveness, and customer engagement.

• Quality Assurance & Compliance

  Monitors customer interactions, call recordings, and chat transcripts to maintain quality…