Supervisor, Customer Experience

Job Description

Job Description

Description : Position Summary :

The Customer Experience Supervisor plays a key role in leading and supporting the Customer Care team to deliver exceptional service and drive customer satisfaction. This position is responsible for overseeing daily operations, coaching agents, managing escalations, and ensuring timely resolution of customer inquiries. The ideal candidate is a proactive leader with strong communication skills, a passion for service excellence, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities :

• Supervise and support Customer Care agents, both in-office and remote.
• Monitor team performance and provide coaching, feedback, and development opportunities.
• Manage escalated customer issues and ensure timely resolution.
• Oversee completion of offline tasks and projects (e.g., courtesy callbacks, outbound emails, HubSpot, chat support).
• Ensure adherence to call flow standards and drive behavioral improvements.
• Collaborate with cross-functional teams to address customer concerns and improve processes.
• Maintain and review daily, weekly, and monthly reporting (call volume, productivity, training completion, etc.).
• Assist in scheduling, timecard management, and commission tracking.
• Support training initiatives and ensure proper documentation and communication of training recaps.
• Promote a culture of accountability, responsiveness, and first call resolution.

Requirements :