{"id":55083,"date":"2025-11-15T15:20:59","date_gmt":"2025-11-15T11:20:59","guid":{"rendered":"https:\/\/herecareers.com\/job\/supervisor-customer-experience\/"},"modified":"2025-11-15T15:21:01","modified_gmt":"2025-11-15T11:21:01","slug":"supervisor-customer-experience","status":"publish","type":"job_listing","link":"https:\/\/herecareers.com\/ar\/job\/supervisor-customer-experience\/","title":{"rendered":"Supervisor, Customer Experience"},"content":{"rendered":"<div>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.<\/p>\n<h3>\u0627\u0644\u0645\u0647\u0627\u0645 \u0627\u0644\u0623\u0633\u0627\u0633\u064a\u0629<\/h3>\n<div>\n<div><strong>Team Management:<\/strong><\/div>\n<ul>\n<li> Supervise, coach, and mentor a team of CX Representatives (Tier I, II, and III).<\/li>\n<li>Conduct regular performance evaluations, call monitoring and provide feedback.<\/li>\n<li>Monitor team performance to ensure adherence to company policies, procedures, and KPIs.<\/li>\n<li>Manage team scheduling, attendance, and leave requests to ensure adequate coverage.<\/li>\n<\/ul>\n<div><strong>Operational Oversight:<\/strong><\/div>\n<ul>\n<li> Oversee daily Customer Experience operations, ensuring efficiency and effectiveness.<\/li>\n<li>Handle escalated customer issues, ensuring prompt and satisfactory resolutions.<\/li>\n<li> Analyze Customer Experience metrics and reports to identify areas for improvement and implement corrective actions.<\/li>\n<\/ul>\n<div><strong>Quality Assurance:<\/strong><\/div>\n<ul>\n<li> Ensure that all customer interactions are handled with the highest level of professionalism and in line with company standards.<\/li>\n<li> Regularly review customer interactions (calls, emails, and chats) to ensure quality and compliance.<\/li>\n<li> Assist in developing and updating training programs, SOPs, and quality assurance guidelines.<\/li>\n<\/ul>\n<div><strong>Collaboration and Communication:<\/strong><\/div>\n<ul>\n<li> Work closely with other departments (e.g., IT, HR, Field Operations, Training) to address operational challenges and support team needs.<\/li>\n<li> Serve as the primary point of contact between the Customer Experience team and senior management.<\/li>\n<li> Provide regular updates to management on team performance, challenges, and achievements.<\/li>\n<\/ul>\n<div><strong>Continuous Improvement:<\/strong><\/div>\n<ul>\n<li>Stay updated on the latest industry trends, company products, and services.<\/li>\n<li> 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.<\/li>\n<li> Identify training needs and opportunities for team members and arrange for appropriate training sessions.<\/li>\n<\/ul>\n<div>\n<h3>Skills, Knowledge &amp; Expertise<\/h3>\n<div>\n<ul>\n<li><strong>Must <\/strong>live in Florida or Texas<\/li>\n<li>High school diploma or equivalent; associate or bachelor&#8217;s degree preferred.<\/li>\n<li>Minimum of 5 years of experience in a Customer Experience environment, with at least 3 years in a leadership role managing teams.<\/li>\n<li>Proven track record of high performance in a Customer Experience setting, particularly in resolving complex customer issues.<\/li>\n<li>Ideal candidate will possess strong technical aptitude and be comfortable with technology, troubleshooting and learning new systems<\/li>\n<li>Strong leadership, coaching, and mentoring skills.<\/li>\n<li>Excellent communication and interpersonal skills.<\/li>\n<li>Advanced problem-solving abilities, data analysis and attention to detail.<\/li>\n<li>Proficiency with CRM systems, Microsoft Office and other Customer Experience software.<\/li>\n<li>Ability to multitask, prioritize, and work effectively under pressure.<\/li>\n<\/ul>\n<div><strong>Advancement Criteria:<\/strong><\/div>\n<ul>\n<li>Demonstrate consistent high performance in team management and customer satisfaction.<\/li>\n<li>Complete required leadership training programs.<\/li>\n<li>Maintain a clean disciplinary record and meet or exceed performance targets for at least 12 months.<\/li>\n<\/ul>\n<div>\n<h3>\u0645\u0645\u064a\u0632\u0627\u062a \u0627\u0644\u0639\u0645\u0644<\/h3>\n<div>\n<ul>\n<li>Medical, Dental and Vision<\/li>\n<li>PTO &amp; Holidays<\/li>\n<li>401K + Match<\/li>\n<li>Life Insurance<\/li>\n<li>FSA &amp; HSA<\/li>\n<li>Short Term\/Long Term Disability<\/li>\n<li>Legal Plan Support &amp; EAP<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<p>Originally posted on <a href=\"https:\/\/himalayas.app\" rel=\"nofollow noopener\" target=\"_blank\">Himalayas<\/a><\/p>","protected":false},"author":100,"featured_media":0,"comment_status":"open","ping_status":"open","template":"","job_listing_type":[1174],"job_listing_category":[1439],"job_listing_location":[],"job_listing_tag":[],"class_list":["post-55083","job_listing","type-job_listing","status-publish","hentry","job_listing_type-remote","job_listing_category-customer-experience-manager"],"metas":{"_job_featured_image":"","_job_featured":"","_job_filled":"","_job_urgent":"","_job_category":{"1439":"Customer-Experience-Manager"},"_job_type":{"1174":"Remote"},"_job_tag":[],"_job_expiry_date":"","_job_gender":"","_job_apply_type":"external","_job_phone":"","_job_apply_url":"https:\/\/himalayas.app\/companies\/blue-stream-fiber\/jobs\/supervisor-customer-experience","_job_apply_email":"","_job_salary_type":"","_job_salary":"","_job_experience":"","_job_career_level":"","_job_qualification":"","_job_video_url":"","_job_photos":"","_job_application_deadline_date":"","_job_address":"","_job_location":[],"_job_map_location":{"address":"","latitude":"","longitude":""},"_job_logo":"https:\/\/herecareers.com\/wp-content\/uploads\/wp-job-board-pro-uploads\/_employer_featured_image\/2025\/11\/ICON-Here-Careers-Logo-150-150x150.png","_job_employer_name":"HR","_job_employer_url":"https:\/\/herecareers.com\/ar\/employer\/hr\/"},"cmb2":{"_job_careerjet_job_fields":{"_job_careerjet_detail_url":"","_job_careerjet_company_name":""}},"_links":{"self":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing\/55083","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing"}],"about":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/users\/100"}],"replies":[{"embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/comments?post=55083"}],"wp:attachment":[{"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/media?parent=55083"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_type?post=55083"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_category?post=55083"},{"taxonomy":"job_listing_location","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_location?post=55083"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/herecareers.com\/ar\/wp-json\/wp\/v2\/job_listing_tag?post=55083"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}