Supervisor, Customer Care

Supervisor, Customer Care

The Customer Experience Supervisor is responsible for supervising and training a team of customer care associates who assist external users of the organization’s technical products or services by answering questions and solving problems involved in their use. They lead the team to deliver high‑level customer service, provide coaching, make personnel decisions, and develop processes to achieve world‑class service.

Essential Job Functions

• Supervises and oversees day‑to‑day operations of a customer experience personnel group.
• Coordinates referrals to technical, professional, or service personnel for follow‑up.
• Monitors team output and responsiveness to calls, emails, orders, quotes, and holds.
• Develops initiatives and programs to support continuous improvement.
• Drives improvements in customer service quality and efficiency and works to standardize it across the business.
• Ensures stan...