Customer Experience Supervisor
Core
Lead a customer support team to manage inbound requests, solve customer issues, and ensure an impeccable experience across all interactions.
Role type
Customer Experience Supervisor (Team Lead)
Builds
Customer support operations and client experience
Domain
Food delivery / Nutrition
Deliverable
client delivery
Required skills
Team leadership, inbound issue resolution (email/phone/chat), performance monitoring, data analysis, hiring and training, shift scheduling, product expertise
Preferred skills
Nutritional information knowledge, fine dining experience
Responsibilities
Manage daily and weekly workflow, pace, and efficiency of the team; Monitor and evaluate teammate performance; Prioritize and organize team tasks; Handle critical cases and exceptions; Analyze problems within inbound conversations and KPIs to find solutions; Act as a liaison between market-level ops and the CX team; Help hire, train, and manage Customer Support Agents; Run weekly standup meetings and provide updates on KPIs; Develop deep expertise in the product and its value to customers.
Seniority
Mid-level, hands-on IC with team management responsibilities
