Customer Experience Supervisor - Aura | Remote (San Antonio, TX area)

Customer Experience Supervisor – Aura | Remote (San Antonio, TX area)

Aura is seeking a Customer Experience Supervisor to oversee day‑to‑day operations of its Customer Care staff and call center functions. This is a remote role, but candidates must be based within 50 miles of San Antonio, TX.

• Job Title: Customer Experience Supervisor
• Company: Aura
• Location: Remote (must reside in greater San Antonio, TX area)
• Salary: $55,000–$60,000/year (based on experience and location)
• Contract Type: Full‑Time
• Benefits: Health insurance, retirement plan, parental leave, generous wellness package

About Aura

Aura is on a mission to create a safer internet. Its suite of intelligent digital safety products helps millions of customers protect themselves against online threats. With a team of 400+ employees worldwide, Aura is in an exciting growth phase, guided by leaders who have scaled startups into multi‑billion‑dollar organizations.

Role Overview

You will supervise call center operations, coach agents, monitor performance, and ensure customer issues are resolved effectively. This role requires strong leadership, data‑driven decision‑making, and the ability to balance customer advocacy with business priorities.

Key Responsibilities

• Oversee daily call center operations and staff performance
• Conduct billing and credit research to resolve inquiries
• Review and approve customer credit requests
• Act as liaison between service center, clients, and other departments
• Analyze call reports and provide performance statistics
• Coach agents on work performance and quality standards
• Facilitate team meetings and training sessions
• Handle escalated customer issues with empathy and professionalism
• Maintain technical proficiency in CRM systems and Salesforce
• Support career pathing and professional growth for team members
• Generate innovative ideas to improve efficiency and drive growth

Candidate Requirements

• 2–3 years of customer service experience (preferably in a call center)
• Proven ability to drive team metrics and results
• Strong verbal and written communication skills
• Ability to interpret data and identify trends for improvement
• Skilled in handling high‑stress calls with empathy
• Experience with CRM systems and Salesforce
• Reliable home internet (minimum 50 Mbps) and dedicated workspace

Preferred Qualifications

• Proficiency in Microsoft and Google Suite
• Demonstrated commitment to excellence and consistent performance
• Competitive salary ($55K–$60K/year)
• Health insurance, retirement plan, parental leave
• Inclusive and supportive workplace culture
• Opportunities for career growth and leadership development

How to Apply

Apply via Aura’s careers portal. Highlight your call center leadership experience, ability to drive metrics, and skills in coaching and team development.