Customer Experience Supervisor

Customer Experience Supervisor

The Supervisor, Customer Experience supervises a team of onsite and remote customer experience representatives supporting internal and external customers across phone, email, and chat channels. The role oversees daily team performance, service level execution, customer interaction quality, and adherence to established contact center procedures. The position provides coaching, feedback, and performance support to help team members meet customer experience, productivity, quality, and engagement goals.

The role makes independent day-to-day tactical decisions within defined processes and escalates complex issues through established channels.

You Will

• Supervise daily team operations to support service levels, schedule adherence, and consistent contact center execution.
• Coach team members through huddles, one-on-one discussions, observation, and in-the-moment performance feedback.
• Monitor individual and team performance metrics to identify gaps, root causes, and targeted improvement actions.
• Review and score customer interactions to support quality standards, coaching plans, and consistent customer experiences.
• Support customer escalations by coordinating with internal partners and ensuring timely resolution within established procedures.
• Lead team adoption of standard tools, processes, communications, and operational changes within defined contact center practices.
• Support employee engagement through recognition, listening, communication, and follow-up on actionable team feedback.
• Participate in selection, hiring, onboarding, and readiness activities for new customer experience team members.

You Have

• High School Diploma/GED required and Bachelor's Degree preferred
• 3+ years customer service experience required
• 2+ years call center supervisory experience preferred
• Knowledge of contact center operations, service level practices, schedule adherence, and customer interaction quality standards.
• Experience coaching team members using performance metrics, observation, feedback, and documented improvement actions.
• Experience supporting customer escalations and coordinating with cross-functional partners to resolve customer issues.
• Knowledge of employee engagement, onboarding, team communication, and change adoption practices in an operational environment.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace. We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment.