Customer Experience Supervisor

Good Ranchers delivers high-quality, American-sourced meat directly to customers while supporting U.S. farmers and helping bring families back to the table. Our Customer Experience team is a critical part of that mission. We are looking for a Customer Experience Supervisor to lead the day-to-day performance of our CX team and help us deliver an exceptional experience across Voice, Email, Chat, Social, and Outbound channels. The Role This is a hands-on frontline leadership position for someone who knows how to run the floor, coach people, solve problems, and hold a high standard. You will lead an assigned team of Customer Experience Representatives, keeping daily operations on track while developing your team and stepping into complex customer situations when needed. What You'll Do Lead daily CX operations, including team huddles, staffing queue management, coverage, and backlog control. Coach and develop team members using quality results, performance metrics, customer interactions, and observable behaviors. Set clear expectations and address attendance, reliability, adherence, and performance issues consistently. Serve as the first leadership escalation point for complex customer and agent situations. Skills in customer service management, including workflow planning, quality assurance, and metrics tracking. Ensure the team consistently follows approved SOPs, workflows, documentation standards, and escalation processes. Support onboarding, training, cross-training, and readiness of new team members. Identify recurring customer or operational issues and work across teams to solve them. Track team performance and communicate key trends, risks, and opportunities to CX leadership. Jump into customer interactions when needed during escalations, peak periods, or coaching situations. What Success Looks Like You create a team that knows what is expected, understands how it is performing, and gets the coaching and support needed to improve. Customer queues stay under control. Problems are identified before they become emergencies. Performance and accountability are managed consistently. And customers receive thoughtful, accurate resolutions that strengthen their trust in Good Ranchers. What You Bring 3+ years of customer service, customer experience, or contact center experience. 1+ year of leadership, coaching, team lead, or subject-matter-expert experience. Experience working with performance metrics, quality results, queue data, or scorecards. Strong written and verbal communication skills. Strong judgment and the ability to remain calm during escalations. High school diploma or equivalent. Ability to work on-site in Friendswood, Texas. Bonus: Experience in DTC e-commerce, subscription businesses, Shopify, Kustomer, Dialpad, workforce-management or quality platforms, omnichannel customer support, onboarding, or quality calibration. Schedule & Compensation Location: Friendswood, Texas - On-site Schedule: Full-time; Tuesday-Friday operating hours are 8:00 a.m.-6:00 p.m. and Saturday operating hours are 8:00 a.m.-4:00 p.m. Assigned schedule is based on business needs. #J-18808-Ljbffr