Handle supervisory responsibilities including:
Hiring entry-level customer service employees.
Training new employees in the company’s customer experience policies, procedures, and best practices.
Organizing and overseeing the schedules and work of assigned staff.
Conducting regular occurring 1 on 1s and conducting performance evaluations that are timely and constructive.
Handling discipline and termination of employees as needed and in accordance with company policy.
Manage a team of assigned customer experience representatives and ensure they comply with company guidelines particularly related to quality of service.
Provide customer service by handling customer escalated calls, answering complex product issue questions, resolving issues, and educating customers.
Strategize and monitor the daily activities of customer service operations.
Assist customer experience representatives with duties where required.
Ensure that representatives are informed about changes to company products and services.
Collect data and prepare reports on customer complaints and inquiries.
Manage customer call backs to respond to feedback.
Prepare monthly reports summarizing the assigned customer experience team’s performance.
Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
Identify opportunities to update or improve customer service procedures and make recommendations to leadership or other appropriate staff.
Perform other related duties as assigned.

At least three years of customer Support experience is required.
Experience leading teams that support AI focused product solutions
Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Resolve customer complaints and issues while maintaining a professional and calm demeanor.
Critical thinking and strong problem-solving skills.
Ability to coach and mentor customer service representatives.
Bonus points if:
Previous experience in a supervisory role preferred.
Bachelor's degree preferred.

Supervisor II – Customer Experience

Key skills