Customer Experience Supervisor

Job description

JOB SUMMARY: The Customer Experience Supervisor leads and supports a team of Customer Experience Representatives and/or Project Coordinators to ensure exceptional service delivery, operational accuracy, and customer satisfaction. This role is responsible for coaching teammates, monitoring performance, improving processes, and ensuring effective coordination across departments. The Supervisor works under limited supervision, applies strong leadership and problem-solving skills, and serves as a key escalation point for complex customer or project issues. ESSENTIAL/PRIMARY DUTIES: Supervises daily activities of assigned team, providing direction, coaching, and performance feedback. Ensures timely and accurate processing of customer orders, project coordination tasks, and service requests. Monitors workload distribution, productivity, and service levels to meet departmental and organizational goals. Serves as escalation point for complex customer concerns, project issues, and cross-functional coordination challenges. Reviews and analyzes performance metrics, quality standards, and customer satisfaction indicators to identify improvement opportunities. Partners with internal departments...