Customer Experience Supervisor

Role Overview:

Converted is hiring Customer Experience Supervisor to play a key role in ensuring that clients receive an exceptional experience while using our products and services. This role oversees the daily performance of the CX team, manages customer relationships, resolves escalations, and collaborates cross-functionally with Product, Tech, and Marketing teams to enhance the customer journey. This role is reporting to CX & Business Ops Sr. Manager.

The ideal candidate is data-driven, tech-savvy, and experienced in SaaS or Mar-Tech environments.

Responsibilities:

1. Customer Support & Relationship Management

• Supervise the CX team to ensure timely, accurate, and high-quality responses to client inquiries.
• Handle escalated issues and ensure swift resolution.
• Build strong relationships with key accounts, ensuring high satisfaction and retention.
• Monitor customer health and proactively address risks or concerns.

2. Team Leadership & Performance

• Train, coach, and mentor CX agents to improve performance and product knowledge.
• Set KPIs (SLAs, response time, CSAT, NPS) and monitor team performance using dashboards and analytics tools.
• Conduct regular one-to-ones, performance reviews, and skill development sessions.
• Create shift plans and manage team schedules.

3. Process & Quality Improvement

• Develop and maintain CX SOPs, workflows, and best practices.
• Identify gaps across the customer journey and recommend improvements.
• Collaborate with Product and Engineering teams to report bugs, suggest feature enhancements, and represent the “Voice of Customer”.
• Implement QA checks to ensure service consistency.

4. Customer Insights & Reporting

• Analyze support data, customer feedback, and usage patterns to identify trends.
• Prepare weekly and monthly reports on CX performance and customer satisfaction.
• Present insights to leadership and propose solutions to enhance product adoption.

5. Cross-Functional Collaboration

• Work closely with Marketing, Sales, and Client Success teams to ensure aligned communication.
• Support onboarding and product training for new clients when needed.
• Assist in the creation of customer-facing resources (FAQs, tutorials, help center articles).

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or related field.
• 5+ years of experience in Customer Experience,Customer Support, or Client Success roles—preferably within a Mar-Tech, SaaS, or technology-driven environment .
• Experience supervising or leading a team.
• Strong understanding of marketing tools such as email automation, CRM, analytics platforms, or ad-tech solutions.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Ability to analyze data and produce actionable insights.
• Tech-savvy with the ability to troubleshoot basic technical issues.

Benefits:

• This opportunity with the availability of hybrid options.
• We love flexibility! Manage your own work schedule. We trust the people we hire.
• Competitive package.
• Paid time off.
• Fun benefits & perks that you will enjoy!
• Trusting, ego-free and truth-seeking team members
• See something you want to improve? Awesome. We're a flexible and collaborative team that is always learning and growing

About Converted

Converted is a marketing operating system for e-Commerce. It utilizes data and shoppers' insights to create personalized multi-channel marketing that boosts customer engagement and maximizes their return on their marketing budget by leveraging artificial intelligence capabilities. Converted has helped more than 800 e-Commerce worldwide.

Converted builds products that help businesses grow revenue through smarter advertising, customer data, and automation. Our suite covers:

• Flyerz – lightweight ads product for smaller and local businesses
• ConvertedLeads – lead generation and activation for sales-driven verticals
• ConvertedOrders – order and revenue intelligence
• ConvertedPay – orchestration of ad spend and payments across channels
• ConvertedPro – automated ads, catalog/data intelligence, and multi-channel activation