CX Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of daily Customer Experience operations during your designated coverage.

• Offer real-time leadership, guidance, and decision-making for members of the Customer Experience team.

• Track customer volume, backlog, response times, resolution times, productivity, and other operational metrics.

• Reprioritize and redistribute workloads according to volume, business requirements, and customer impact.

• Act as the main escalation point for intricate, sensitive, or high-stakes customer scenarios.

• Collaborate with Customer Experience leadership and Training/Quality teams to pinpoint performance trends, coaching needs, and knowledge deficits.

• Recognize recurring customer challenges and highlight trends that suggest broader product, fulfillment, policy, or operational issues.

• Convert business updates, launches, promotions, operational interruptions, and policy modifications into clear directives for the CX team.

• Facilitate leadership transitions and provide insights into unresolved matters, emerging risks, and trends affecting customers.

• Assist during peak times, significant launches, promotional activities, and heightened business demand.

⛳️ Requirements

• Over 3 years of experience in Customer Experience, Customer Service, or a related field.

• Prior experience in a Team Lead, Supervisor, Senior Agent, or similar leadership position.

• Proven ability to lead in a high-volume customer service setting.

• Excellent written and verbal communication skills.

• Strong judgment and confidence when addressing escalated or complex customer issues.

• Demonstrated skills in coaching and performance management.

• Comfortable utilizing customer service metrics and operational data.

• Exceptional organizational abilities with the capacity to manage competing priorities in real-time.

• Capability to make independent decisions and escalate matters appropriately.

• Proven sense of ownership, accountability, and follow-through.

• Availability on weekends is a must.

🏝️ Benefits

• Health, dental, and vision insurance (75% of costs covered by PLG for the team member).

• 401(k) plan with a 4% company match.

• Discounted pet insurance.

• Holidays (including one floating holiday), vacation, and sick leave.

• Employee store discount.

• A dynamic and collaborative team environment.