Internal - Customer Experience Supervisor - Reno, NV

The Customer Experience Lead/Supervisor serves as the primary resource for the CE team, combining high-level technical expertise with team mentorship and operational oversight. This role ensures the team is equipped to handle complex troubleshooting while maintaining departmental standards and efficiency.

Key Responsibilities

Team Leadership: Mentor staff, manage daily performance metrics, and oversee PTO/time-off requests. Provide regular feedback through calls and case audits.

Technical Support: Serve as the subject matter expert for all appliance categories. Assist the team with troubleshooting and perform product demonstrations as needed.

Training & Development: Assist with coordinating onboarding for new hires and facilitating ongoing training for the department to ensure consistency and growth.

Escalations & Approvals: Act as the primary point of contact for customer escalations and out-of-policy requests.

Process Improvement: Collaborate with leadership to identify, develop, and implement service policies that enhance the customer experience.

Leadership Presence: Demonstrate the ability to delegate effectively and maintain a professional, encouraging environment for all team members.