Customer Experience Supervisor

Job Overview
We are seeking a dedicated and experienced Customer Experience Supervisor to lead our customer service team. This role is crucial in ensuring that our customers receive exceptional service and support. The ideal candidate will oversee daily operations, manage team performance, and implement strategies to enhance the overall customer experience. Strong project management skills and the ability to communicate effectively are essential for success in this position.

Key Responsibilities:

• Support the day-to-day management of offshore call center teams to ensure alignment with service levels and KPIs.
• Act as a liaison between U.S.-based leadership and the international team, facilitating clear, consistent communication.
• Monitor individual and team performance; deliver coaching, conduct reviews, and implement growth plans.
• Partner with overseas team leads to maintain engagement, productivity, and quality assurance.
• Resolve escalated customer concerns effectively, ensuring follow-up across time zones.
• Review quality audits and feedback reports to identify trends and coaching opportunities.
• Track order volume and status, ensuring timely fulfillment in line with customer expectations.
• Manage incoming customer inquiries from email and website, ensuring proper routing and timely responses.
• Support shift scheduling, time-off planning, and resource allocation in coordination with offshore leads.
• Enforce consistent application of company policies, procedures, and service expectations.
• Collaborate on training programs and knowledge-sharing efforts to ensure product and system proficiency.
• Analyze operational data and provide regular performance reports with improvement recommendations.
• Promote a culture of accountability, teamwork, and ongoing development.

Qualifications:

• 3 years of experience in call center operations, with at least 1 year in a supervisory or assistant managerial capacity.
• Proven experience managing or collaborating with remote or international teams.
• Strong interpersonal skills with an emphasis on clear, cross-cultural communication.
• Familiarity with call center metrics, workforce tools, and performance dashboards.
• Highly organized, with the ability to manage priorities across time zones and shifting workloads.
• Proficiency in CRM and call center tools (e.g., NetSuite, Asana, Teams, VoIP platforms).

Job Type: Full-time

Pay: $20.16 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Experience:

• call center supervisor: 5 years (Required)

Language:

• Spanish (Required)

Ability to Commute:

• Katy, TX 77494 (Required)

Ability to Relocate:

• Katy, TX 77494: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Katy, TX 77494

Salary : $20 - $25