Supervisor, Customer Experience

Description:

Purpose

Lead day-to-day Customer Care operations to ensure consistent, high-quality customer experiences while driving team performance, accountability, and first-call resolution. This role exists to stabilize execution, improve customer satisfaction, and scale service quality through effective leadership, coaching, and operational discipline within a fast-paced, evolving acquisition environment.

Key Contributions

• Lead and support Customer Care agents to consistently meet service, quality, and productivity standards
• Drive performance management through coaching, feedback, and escalation ownership
• Ensure timely and accurate execution of core workflows, offline tasks, and customer follow-ups
• Maintain operational rigor through reporting, scheduling support, and time/commission oversight
• Partner cross-functionally to resolve systemic customer issues and improve Customer Experience (CX) processes
• Support ongoing change initiatives related to acquisitions, system enhancements, and evolving business needs

Success Metrics

• Customer Satisfaction (CSAT): Maintain = 90% CSAT across supervised interactions
• First Call Resolution (FCR): Improve or sustain FCR at = 75%
• Average Handle Time (AHT): Meet established AHT targets while maintaining quality
• After Call Work (ACW): Maintain ACW within defined standards
• Hold Time: Keep average hold time within acceptable thresholds
• Service Levels: Achieve daily and monthly service level targets
• Abandon Rate: Maintain abandon rate within acceptable percentage thresholds
• Escalation Resolution: Resolve = 95% of escalated issues within 24 hours with no repeat escalation
• Team Performance: = 85% of agents consistently meeting QA, adherence, and productivity goals
• Task Completion: 100% of assigned offline tasks (callbacks, emails, chat support) completed within SLA

Growth Impact

• Improves customer retention and lifetime value through faster, higher-quality issue resolution
• Enables scalable growth by establishing consistent performance standards and repeatable CX practices
• Reduces operational risk by ensuring adherence to call flow standards, documentation, and reporting
• Strengthens team culture through accountability, responsiveness, and coaching-driven development

Capabilities & Strengths

• People Leadership & Coaching: Ability to motivate, develop, and hold teams accountable in a KPI-driven, service-focused environment
• Operational Judgment: Uses data, reporting, and real-time insights to prioritize work and drive results
• Customer-Centric Mindset: Models professionalism, empathy, and ownership in every customer interaction
• Change Agility: Comfortable leading teams through frequent change in a fast-paced acquisition company

Hours of Operation & Schedule

• Customer Care Center Hours: 8:00 AM – 8:00 PM, Monday through Saturday
• Supervisor schedule will vary based on business needs, including potential evenings and Saturdays

Requirements:

Required Qualifications

• 2+ years of experience leading customer service or call center teams.
• Proven ability to coach performance and manage customer escalations.
• Working knowledge of CRM systems, reporting tools, and communication platforms (e.g., HubSpot, Teams).

Preferred Qualifications

• Experience supervising hybrid or remote customer service teams.
• Background in high-volume, service-driven or multi-location environments.
• Strong analytical skills with experience using KPIs to drive behavioral change.