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Customer Experience Supervisor

A Customer Experience Supervisor is responsible for overseeing a team of customer service representatives, managing customer interactions, resolving escalated issues, and actively working to improve the overall customer experience by analyzing data, implementing process improvements, and ensuring customer satisfaction across all touchpoints within a company; key responsibilities include hiring, training, coaching staff, monitoring performance, addressing complaints, and identifying areas for customer experience enhancement.

You must reside in one of these US states: AZ, CO, FL, IL, IN, KY, MA, MD, MI, MN, NC, NV, OR, PA, RI, TX, VA, VT, WI or one of these provinces in Canada: Ontario

What You’ll Do:

Team Management

Hire, train, and develop customer service representatives. Assign tasks and monitor the performance of team members. Provide coaching and feedback to improve customer service skills. Conduct performance reviews and address performance issues.

Customer Interaction Management

Handle escalated customer complaints and inquiries. Resolve complex customer issues and provide solutions. Monitor customer interactions through phone calls, emails, and live chat. Ensure timely and accurate responses to customer inquiries.

Customer Experience Improvement

Analyze customer feedback data to identify areas for improvement. Implement new processes and procedures to enhance customer experience. Develop and execute customer experience initiatives Track key customer satisfaction metrics and report on trends.

Quality Assurance

Monitor customer service interactions to ensure compliance with company standards. Identify and address quality issues within the team. Conduct regular quality audits to maintain high service levels.

Cross-Functional Collaboration

Work with other departments (sales, marketing, product development) to align customer experience strategies. Communicate customer feedback to relevant stakeholders to drive improvements. Collaborate on new product and service launches to optimize customer experience.

What You’ll Need (Minimum Qualifications):

+ A minimum of three years of experience in a contact center leadership role

+ Proven track record in a customer service role with supervisory experience preferred

+ Proficiency with CRM systems and relevant customer service software

+ Understanding of the company’s products, services, and industry standards

+ Experience using AI tools in contact centers preferred

Competencies:

Communication

Effectively conveys customer service expectations, performance feedback, and process improvements to team members and stakeholders; ensures clear and empathetic communication when handling escalations and resolving customer concerns.

Dependability

Takes ownership of team leadership, customer issue resolution, and service quality assurance, ensuring customer interactions meet company standards and drive satisfaction.

Interpersonal Skills

Builds strong relationships with team members, cross-functional teams, and customers, fostering a collaborative and customer-centric work environment.

Problem Solving/Analysis

Uses customer feedback, performance metrics, and service trends to identify areas for improvement and implement solutions that enhance the customer experience.

Results Focused/Initiative

Drives customer satisfaction, service efficiency, and operational improvements by proactively analyzing trends, optimizing workflows, and coaching team members on best practices.

Team Leadership & Development

Hires, trains, and mentors customer service representatives, providing performance feedback, coaching, and career development support to ensure a high-performing team.

Customer Interaction & Escalation Management

Handles complex customer complaints and escalations, ensuring timely resolution, customer satisfaction, and adherence to service policies.

Process Optimization & Customer Experience Improvement

Develops and implements new customer service processes, feedback loops, and service enhancements to improve efficiency, responsiveness, and customer engagement.

Quality Assurance & Compliance

Monitors customer interactions, call recordings, and chat transcripts to maintain quality control, ensure adherence to company policies, and identify areas for service enhancement.

Cross-Functional Collaboration & Stakeholder Engagement

Works with sales, marketing, and product teams to align customer experience strategies, provide feedback on service pain points, and drive product/service improvements.

Technology & CRM System Proficiency

Utilizes CRM systems, customer feedback platforms, and service analytics tools to track customer interactions, measure satisfaction scores, and generate performance reports.

What We Offer:

In addition to a competitive salary and annual bonus, we offer these great benefits:

+ Employer matched 401(k)

+ Medical/Dental/Vision insurance with generous employer contributions (including HSA)

+ Maternity and Paternity leave and benefits

+ 3 weeks paid vacation, 12 paid holidays, a paid community service day, and a flexible work schedule

+ Annual wellness allowance, as well as a paid mental health day once a year for when you need it

+ Automatic WFH contribution to each paycheck

+ Employee Assistance Program (EAP)

Kalkomey Enterprises, LLC is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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