Customer Experience Supervisor

Role Overview

• Lead Customer Experience Improvements: Identify and implement process enhancements to streamline support interactions and reduce customer effort.
• Analyze & Solve Root Causes: Dive deep into customer feedback, operational data, and escalations to uncover systemic issues and propose scalable solutions.
• Optimize Processes & Workflows: Work cross-functionally with customer service, product, and operations teams to eliminate inefficiencies and improve response times.
• Monitor & Report Key Metrics: Track customer satisfaction (CSAT), Net Promoter Score (NPS), resolution time, and support trends, providing insights and action plans.
• Champion the Customer Voice: Ensure customer feedback is integrated into decision-making across teams, influencing product, service, and policy improvements.
• Drive Cross-Team Collaboration: Work with product managers, engineers, and operations leaders to enhance self-service options, automation, and overall CX efficiency.
• Standardize & Document Best Practices: Develop playbooks and processes that empower support teams to deliver consistent, high-quality service.
• Act as an Escalation Point: Handle high-impact or complex customer issues, working cross-functionally to resolve them and prevent future occurrences.

Requirements

• Bachelor’s degree in Business, Operations, Customer Experience, or a related field.
• A track record of driving measurable improvements in customer service efficiency, satisfaction, and retention.
• Experience leading CX transformation initiatives, implementing automation, and improving self-service options.
• A passion for fixing broken processes, enhancing customer journeys, and making things work better, faster, and smarter.
• Process & Operations Expert: 5+ years of experience in customer experience, operations, or process improvement, preferably in e-commerce or a high-growth company.
• Root Cause Analysis Pro: Strong ability to identify systemic issues, analyze data, and implement sustainable fixes rather than just treating symptoms.
• Customer-Obsessed: Passionate about enhancing the customer journey with a relentless focus on making experiences smoother, faster, and frustration-free.
• Data-Driven & Results-Oriented: Skilled at pulling insights from customer feedback, operational KPIs, and support trends to drive measurable improvements.
• Tech-Savvy & Automation-Focused: Comfortable working with CRM tools (Zendesk, Intercom), chatbots, AI-driven automation, and ticketing systems.
• Cross-Functional Collaborator: Ability to influence and align teams across customer service, product, and engineering to implement CX improvements.
• Strong Communicator & Leader: Proven ability to advocate for customer needs, present insights to leadership, and drive process change.
• Agile & Adaptable: Thrives in a fast-paced, constantly evolving environment where priorities shift based on business and customer needs..

Benefits

• Be part of a cutting-edge, automation-driven customer service team.
• Work on innovative projects that improve efficiency and eliminate manual processes.
• Make a real impact by shaping the future of customer experience.
• Hybrid work model with in-office training to set you up for success.
• Opportunities to grow within the company
• Generous compensation and employer paid benefits
• Annual wellness and professional development Stipend
• Perks of getting lots of clothing!