Supervisor, Customer Experience

divh2Supervisor, Customer Experience/h2pReports To: Manager, Customer Experience/ppPosition Location: Vernon Hills, IL/ppWork Type: Hybrid/ppFLSA Status (Exempt/Non-Exempt): Exempt/ppPosition Summary:/ppThe Customer Experience Supervisor will be responsible for driving results and productivity of the customer experience team through effective supervision and communication. In this position, the individual will work closely with the Manager to communicate vision and execute strategic priorities and will help deliver stellar customer service results. This role will plan and manage the daily operations of team members to meet the needs of the customer while supporting departmental and organizational financial and operational. This includes managing training and development activities, metrics, quality monitoring for the team, supporting domestic and international commercial teams, including both technical and non-technical functions. The individual must be detailed oriented with strong organizational and project management skills./ppKey Responsibilities:/pulliLead, coach, and develop a team to achieve departmental goals and deliver excellent customer service./liliOversee daily operations, including SLA adherence, queue performance, and workflow management./liliConduct regular team huddles and coaching sessions to drive performance and engagement./liliManages day-to-day queue performance, workload distribution, and staffing adjustments to ensure service levels are consistently met./liliIdentify skill gaps and execute training plans in partnership with the Manager and Learning Development team./liliHandles customer and agent escalations, resolving complex issues and escalating high-risk cases to the Manager as needed./liliExecutes process improvements and supports cross-functional initiatives by implementing Manager-defined priorities and providing frontline insights./liliSupport cross-functional projects by executing assigned actions and providing frontline insights./liliAct as a Subject Matter Expert (SME) for policies, workflows, and customer inquiries./liliPrepare and monitor KPIs, scorecards, and performance reports to support day-to-day decision-making./liliAnalyze operational metrics and take corrective action; escalate trends and insights to Manager./liliPartner with Customer Experience leadership and the Manager to escalate trends and recommend improvements./liliEnsure effective quality monitoring and timely resolution of customer complaints with root cause analysis in alignment with Manager-defined standards./liliOversee and actively participate in customer interactions across multiple channels (inbound calls, emails, and live chats), ensuring timely, high-quality service and setting standards for team performance./liliServe as a hands-on supervisor by balancing leadership duties with direct customer support responsibilities./liliProvide real-time support to team members through internal chat groups, offering guidance, answering questions, and helping resolve issues quickly./liliAct as the first point of escalation for customer concerns, ensuring issues are addressed and escalated further when necessary./liliPerforms other duties as assigned./li/ulpEducation:/pulliBachelors degree in Business Administration, Management, Communications, or related field preferred, or equivalent work experience./li/ulpExperience:/pulli35+ years of experience in customer service/liliDemonstrated leadership responsibilities in current or previous roles (e.g., mentoring peers, managing escalations, supporting team operations)/li/ulpMinimum Requirements/Qualifications:/pulliProven leadership ability to coach, motivate, and develop teams, with strong interpersonal skills to collaborate across all levels of the organization./liliStrong customer focus with the ability to build and maintain effective customer relationships./liliDemonstrated analytical and critical thinking skills, with the ability to interpret data, identify trends, and drive performance improvements./liliAbility to break down ambiguous problems into actionable solutions and exercise sound judgment in decision-making./liliAbility to balance customer needs, employee development, and business objectives while effectively prioritizing and delegating work./liliProficient in Microsoft Office (Excel, Word, Outlook) and CRM/contact center systems (e.g., Salesforce, RingCentral, or similar platforms)/liliThrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other time essential constraints./liliExcellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization/liliStrong work ethic and an ability to excel within a rapidly changing and growing organization/li/ulpCompensation Benefits:/pulliSalary Range: $60,000-$71,000, depending on location, experience, and qualifications./liliBenefits coverage begins day 1, including the following: olliMedical, Dental, Vision Insurance/liliDisability Insurance/liliLife Insurance/lili401(k) company match/liliPaid Time Off (15 days annually)/liliPaid Holiday time (10 company-designated days)/liliTuition Assistance/liliAdditional benefits available with company package/li/ol/li/ulpThis position has not been approved for Relocation Assistance./ppThe above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it./ppAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status./p/div