20241782951 - Customer Experience Supervisor

Job Title: Customer Experience Supervisor

Schedule: 9:00 AM - 5:00 PM PST

Monthly Salary: $1,000 - $1,500 (can increase for exceptional candidates)

Responsibilities:

• Contribute to developing the department’s programs and process improvements that enhance internal and external -Customer Experience (CX).
• Ensure the CX Team is trained to manage and respond effectively to all customer inquiries and requests across all support channels.
• Develop and maintain effective relationships with employees, internal partners, and customers.
• Maintain a positive work environment supporting high-performing teams by tactfully providing feedback and rewarding agents based on performance.
• Find creative ways to deliver an outstanding customer experience.
• Resolve complex customer questions or disputes professionally and promptly.
• Be a team mentor by creating positive work relationships and be a change champion.
• Provide ongoing coaching on the team's performance concerning the quality of service, reliability, availability, and retention.
• Assist with implementing customer service strategies to improve service quality.
• Evaluate and execute agent performance plans monthly and quarterly.
• Maintain project and performance status reports to determine whether KPIs are met and provide suggestions for improvement.

Skills:

• Possesses a curious mind, constantly seeking to learn and improve.
• Strong decision-making abilities rooted in common sense.
• Technologically adept, with a preference for experience in e-commerce platforms like Shopify and customer service tools such as Gorgias or Zendesk. 
• Excellent problem-solving and analytical skills.
• Exceptional organizational skills and a talent for process improvement.
• Strong training and development abilities.
• Action-oriented and proactive in identifying, resolving, and communicating challenges.
• Demonstrated customer focus and capability to manage change.
• Skilled in resolving customer and employee concerns, to achieve resolution.
• Effective communicator with staff and management through team meetings and other verbal or written channels.
• Experienced in generating performance and status reports, scheduling, and developing training materials.
• Maintains a global perspective while working at a detailed level.
• Possess excellent follow-up capabilities and the ability to prioritize and handle several projects simultaneously

Requirements

Required:

• Must have 2+ years of experience in online customer service or operations.
• Knowledge of e-commerce systems, content management systems, customer service software, and best practices.
• Thorough understanding of entire e-commerce processes from conversion to fulfillment to customer service.
• Proven experience in managing a team of 10+ agents.
• Good understanding of contact center KPIs.

Preferred:

• Experience with G-Suite, Slack, Gorgias, and Shopify preferred.
• An interest in the beauty industry and trends is a plus.