Customer Experience Supervisor

Role Overview

The CX Supervisor is responsible for the direct leadership and day-to-day management of a team of Customer Experience Agents. They oversee hiring, onboarding, coaching, performance management, and escalation handling for the CX team, ensuring that frontline agents deliver consistent, high-quality customer support in line with established service standards.

What You Will Do

The CX Supervisor will hire, onboard, and develop Customer Experience Agents, conduct regular one-on-ones and team check-ins, provide ongoing coaching and feedback, conduct formal performance reviews, identify high-potential agents, and foster a team culture that is customer-focused, accountable, and collaborative.

Why It Might Be a Fit

The ideal candidate will have one to two years of experience at an inbound call center in a supervisor position, experience coaching and giving performance feedback, and a working knowledge of contact center KPIs.

Requirements

• One to two years of experience at an inbound call center in a supervisor position
• Experience coaching and giving performance feedback to frontline agents
• Experience handling escalated customer issues across phone, email, and chat
• Working knowledge of contact center KPIs (CSAT, FCR, response time, handle time)
• Experience conducting QA audits or interaction reviews and turning findings into coaching
• Comfort with a helpdesk or contact center platform (Gladly, Zendesk, or similar) and with reporting
• Strong written and verbal communication, including the ability to deliver direct feedback constructively

Benefits

• Competitive salary
• Annual bonus
• Employer matched 401(k)
• Medical/Dental/Vision insurance with generous employer contributions
• Maternity and Paternity leave and benefits
• Three weeks of paid vacation
• 12 paid holidays
• Paid community service day
• Flexible work schedule
• Annual wellness allowance
• Paid mental health day
• Automatic WFH contribution to each paycheck
• Employee Assistance Program (EAP)