Supervisor, Customer Experience
Certus Pest Inc
- Tampa, Florida, United States
- Tampa, Florida, United States
À propos
Purpose
Lead day-to-day Customer Care operations to ensure consistent, high-quality customer experiences while driving team performance, accountability, and first-call resolution. This role exists to stabilize execution, improve customer satisfaction, and scale service quality through effective leadership, coaching, and operational discipline.
Key Contributions
Lead and support Customer Care agents to consistently meet service, quality, and productivity standards.Drive performance management through coaching, feedback, and escalation ownership.Ensure timely and accurate execution of core workflows, offline tasks, and customer follow-ups.Maintain operational rigor through reporting, scheduling support, and time/commission oversight.Partner cross-functionally to resolve systemic customer issues and improve CX processes.
Success Metrics
Customer Satisfaction: Maintain = 90% CSAT across supervised interactions.Escalation Resolution: Resolve = 95% of escalated issues within 24 hours with no repeat escalation.Team Performance: = 85% of agents consistently meeting individual QA, adherence, and productivity targets.First Call Resolution: Improve or sustain FCR rate at = 75%.Operational Accuracy: = 1% error rate in timecards, schedules, and commission tracking.Task Completion: 100% of assigned offline tasks (callbacks, emails, chat support) completed within SLA
Growth Impact
Improves customer retention and lifetime value through faster, higher-quality issue resolution.Enables scalable growth by establishing consistent performance standards and repeatable CX practices.Reduces operational risk by ensuring adherence to call flow standards, documentation, and reporting.Strengthens culture by building accountability, responsiveness, and coaching-driven development within the Customer Care team.
Capabilities & Strengths
People Leadership & Coaching: Ability to motivate, develop, and hold teams accountable in a fast-paced service environment.Operational Judgment: Uses data, reporting, and real-time insights to prioritize work and drive results.Customer-Centric Mindset: Models professionalism, empathy, and ownership in every customer interaction.
Requirements
Required Qualifications
2+ years of experience leading customer service or call center teams.Proven ability to coach performance and manage customer escalations.Working knowledge of CRM systems, reporting tools, and communication platforms (e.g., HubSpot, Teams).
Preferred Qualifications
Experience supervising hybrid or remote customer service teams.Background in high-volume, service-driven or multi-location environments.Strong analytical skills with experience using KPIs to drive behavioral change.
Salary Description
$65,000-$74,900
Compétences linguistiques
- English
Avis aux utilisateurs
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