Customer Experience Supervisor

Saturdays required; On-site in Providence, Utah location – not eligible for remote

Job Summary:

The Customer Experience Supervisor will lead and support a team of customer experience agents, ensuring timely resolution of customer inquiries and escalations related to technical support, billing, and service issues. This role is critical in delivering a positive and professional customer experience that aligns with Smartaira’s mission of exceptional service and technical support.

Supervisory Responsibilities:

• Collaborates with HR to recruit and hire top talent for the customer experience team.
• Trains new employees on customer experience policies, procedures, and best practices.
• Provides ongoing coaching through regular feedback sessions and performance reviews.
• Organizes and oversees team schedules to ensure adequate coverage.
• Conducts timely and constructive performance evaluations.
• Handles employee discipline in accordance with company policy.

Duties/Responsibilities:

• Manages a team of customer experience agents to ensure compliance with company guidelines and standards.
• Monitors team performance against established KPIs, providing actionable feedback to drive improvement.
• Analyzes and enforces minimum performance expectations to ensure agents consistently meet or exceed metrics.
• Handles sensitive or complex customer escalations, ensuring timely and professional resolution.
• Collaborates with other departments to address escalated issues and proactively identify and resolve recurring challenges.
• Champions a team culture rooted in collaboration, innovation, and excellence, fostering high levels of engagement and retention.
• Ensures agents are briefed on updates to products, services, and company policies through team meetings and communications.
• Identifies opportunities to improve customer experience procedures and makes recommendations to leadership.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Strong management and supervisory skills with a focus on team development and performance improvement.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer experience principles, tools, and best practices.
• Organized with attention to detail and a solutions-oriented mindset.
• Ability to resolve customer complaints calmly and professionally.
• Skilled at coaching and mentoring customer experience agents.
• Adaptability to new technologies and evolving customer service processes.
• Strong technical aptitude, with the ability to troubleshoot common ISP-related issues involving hardware, software, and connectivity.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and CRM tools.
• Flexible schedule with the ability to work evenings, weekends, or holidays as needed.

Education and Experience:

• Associate’s degree in business, communications, or a related field preferred; equivalent professional experience strongly considered.
• 2 years of contact center experience required.
• 2 years of contact center leadership experience required.
• Experience with customer service software such as FreshDesk is a plus.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Compensation and Benefits:

• Salary of up to $53,000 annually, depending on experience.

• Comprehensive benefits package, including health insurance, paid time off, professional development opportunities, and a collaborative team environment.

Equal Opportunity Employer Statement:

Smartaira is committed to creating a diverse and inclusive workplace. We encourage applications from all qualified individuals and are an equal-opportunity employer.

Salary : $53,000