Customer Experience Supervisor

Job Summary

The Customer Experience Supervisor is responsible for overseeing daily customer support operations, ensuring high levels of satisfaction and service quality. This role involves supervising a team of customer service representatives, monitoring performance, resolving escalations, and implementing strategies to enhance the overall customer journey.

Key Responsibilities

Supervise and support the Customer Service team in handling inbound and outbound communications.

Monitor team performance through KPIs and quality metrics, ensuring targets are met.

Handle customer escalations effectively, aiming for fast and satisfactory resolutions.

Conduct regular coaching and training sessions to improve team performance and product knowledge.

Collaborate with other departments (Sales, Operations, Product) to address recurring customer issues.

Analyze feedback and service reports to identify areas for improvement in processes and customer satisfaction.

Prepare daily, weekly, and monthly performance reports for management review.

Implement customer experience best practices and contribute ideas to enhance service delivery.

Qualifications

Bachelor's degree in Business, Management, Communications, or a related field.

3–5 years of experience in customer service, with at least 1–2 years in a supervisory or team lead role.

Strong communication, leadership, and problem-solving skills.

Hands-on experience with CRM systems, ticketing tools, and call center software.

Ability to remain calm under pressure and motivate a team.

Excellent organizational and reporting skills.

Preferred Skills

Experience in B2C / B2B service environments.

Data-driven mindset with the ability to analyze performance metrics.

Multilingual ability (depending on region or customer base).

Work Environment

Fast-paced office or hybrid setting.

Occasional weekend or holiday work may be required during peak times.

Interested candidates please share your CV on [HIDDEN TEXT] or WhatsApp on 9136613662

Skills Required

Ticketing Tools, Crm Systems