Supervisor, Customer Experience

Role Overview

• Supervise, coach, and mentor a team of CX Representatives (Tier I, II, and III).
• Conduct regular performance evaluations, call monitoring and provide feedback.
• Monitor team performance to ensure adherence to company policies, procedures, and KPIs.
• Manage team scheduling, attendance, and leave requests to ensure adequate coverage.
• Oversee daily Customer Experience operations, ensuring efficiency and effectiveness.
• Handle escalated customer issues, ensuring prompt and satisfactory resolutions.
• Analyze Customer Experience metrics and reports to identify areas for improvement and implement corrective actions.
• Ensure that all customer interactions are handled with the highest level of professionalism and in line with company standards.
• Regularly review customer interactions (calls, emails, and chats) to ensure quality and compliance.
• Assist in developing and updating training programs, SOPs, and quality assurance guidelines.
• Work closely with other departments (e.g., IT, HR, Field Operations, Training) to address operational challenges and support team needs.
• Serve as the primary point of contact between the Customer Experience team and senior management.
• Provide regular updates to management on team performance, challenges, and achievements.
• Stay updated on the latest industry trends, company products, and services.
• Lead or participate in projects aimed at improving Customer Experience operations, recommend process improvements to improve customer satisfaction, and ensure high levels of employee engagement.
• Identify training needs and opportunities for team members and arrange for appropriate training sessions.

Requirements

• Must live in Florida
• High school diploma or equivalent; associate or bachelor's degree preferred.
• Minimum of 5 years of experience in a Customer Experience environment, with at least 3 years in a leadership role managing teams.
• Proven track record of high performance in a Customer Experience setting, particularly in resolving complex customer issues.
• Ideal candidate will possess strong technical aptitude and be comfortable with technology, troubleshooting and learning new systems.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication and interpersonal skills.
• Advanced problem-solving abilities, data analysis and attention to detail.
• Proficiency with CRM systems, Microsoft Office and other Customer Experience software.
• Ability to multitask, prioritize, and work effectively under pressure.

Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP