More jobs:
Supervisor, Customer Experience
Job in
Tampa, Hillsborough County, Florida, 33646, USA
Listed on 2026-02-27
Listing for:
Certus Pest Inc
Full Time
position Listed on 2026-02-27
Job specializations:
-
Customer Service/HelpDesk
HelpDesk/Support, Customer Service Rep, Customer Success Mgr./ CSM, Client Relationship Manager
Job Description & How to Apply Below
Full-time
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
- 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
- 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
- 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
- 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
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., Hub Spot, Teams).
- 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.
$65,000 plus commission
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