Supervisor, Customer Experience - Remote

Overview

As Supervisor, CX you will report to the Manager of Customer Support and play a crucial role in our customer experience team. You’ll be responsible for handling customer inquiries, resolving issues with efficiency and empathy, and maintaining our reputation for exceptional service.

In Short

• Lead, coach, and develop a team of 8-14 CX agents.
• Monitor team performance and track critical metrics.
• Support the resolution of escalated customer issues.
• Conduct impactful team meetings centered around customer experience.
• Identify performance gaps and drive continuous improvement.
• Collaborate with leadership to foster a positive team environment.
• Assist with product launches and testing.
• Work non-standard hours, including weekends and holidays.

Requirements

• 4+ years in a customer-focused Omni-channel environment.
• 2+ years of experience leading teams in a remote environment.
• Strong analytical skills for data-driven decision making.
• Ability to thrive in a fast-paced environment.
• Extensive experience in personalized customer support.
• Exceptional communication skills across all channels.
• Strong planning and organizational skills.
• Self-starter mindset with collaborative abilities.

Benefits

• Competitive salary & equity compensation.
• Unlimited PTO and company holidays.
• Comprehensive health benefits including medical, dental & vision.
• Employee Stock Purchase Program (ESPP).
• 401k benefits with employer matching.
• Offsite team retreats.