Supervisor, Customer Experience

Application Deadline: 13 March 2026

Department: Customer Experience

Employment Type: Full Time

Location: Remote

Reporting To: Senior Manager, Customer Experience

Description

The Customer Experience Supervisor is responsible for overseeing the day-to-day operations of the Customer Experience, ensuring high levels of customer service, and managing a team of CX Representatives. This role requires advanced leadership skills, a deep understanding of Customer Experience processes, and the ability to handle escalated customer issues. The Supervisor will serve as a mentor and coach to team members, ensuring they meet performance metrics and maintain high-quality customer interactions.

Key Responsibilities

Team Management:

•  Supervise, coach, and mentor a team of CX Representatives (Tier I, II, and III).
• Conduct regular performance evaluations, call monitoring and provide feedback.
• Monitor team performance to ensure adherence to company policies, procedures, and KPIs.
• Manage team scheduling, attendance, and leave requests to ensure adequate coverage.

Operational Oversight:

•  Oversee daily Customer Experience operations, ensuring efficiency and effectiveness.
• Handle escalated customer issues, ensuring prompt and satisfactory resolutions.
•  Analyze Customer Experience metrics and reports to identify areas for improvement and implement corrective actions.

Quality Assurance:

•  Ensure that all customer interactions are handled with the highest level of professionalism and in line with company standards.
•  Regularly review customer interactions (calls, emails, and chats) to ensure quality and compliance.
•  Assist in developing and updating training programs, SOPs, and quality assurance guidelines.

Collaboration and Communication:

•  Work closely with other departments (e.g., IT, HR, Field Operations, Training) to address operational challenges and support team needs.
•  Serve as the primary point of contact between the Customer Experience team and senior management.
•  Provide regular updates to management on team performance, challenges, and achievements.

Continuous Improvement:

• Stay updated on the latest industry trends, company products, and services.
•  Lead or participate in projects aimed at improving Customer Experience operations, recommend process improvements to improve customer satisfaction, and ensure high levels of employee engagement.
•  Identify training needs and opportunities for team members and arrange for appropriate training sessions.

Skills, Knowledge and Expertise

• Must live in Florida
• High school diploma or equivalent; associate or bachelor's degree preferred.
• Minimum of 5 years of experience in a Customer Experience environment, with at least 3 years in a leadership role managing teams.
• Proven track record of high performance in a Customer Experience setting, particularly in resolving complex customer issues.
• Ideal candidate will possess strong technical aptitude and be comfortable with technology, troubleshooting and learning new systems
• Strong leadership, coaching, and mentoring skills.
• Excellent communication and interpersonal skills.
• Advanced problem-solving abilities, data analysis and attention to detail.
• Proficiency with CRM systems, Microsoft Office and other Customer Experience software.
• Ability to multitask, prioritize, and work effectively under pressure.

Advancement Criteria:

• Demonstrate consistent high performance in team management and customer satisfaction.
• Complete required leadership training programs.
• Maintain a clean disciplinary record and meet or exceed performance targets for at least 12 months.

Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP