Customer Experience Supervisor

At least 2+ years of experience handling inbound customer issue resolution using email, phone, and/or chat. Experience leading a customer support team, managing reports, and organizing live queues. Outstanding level of English (oral and written) and effective communication skills. Customer-centric and love helping people. Very organized, even under pressure. Data-driven mindset. Positive attitude, great people skills, supportive and willing to go the extra mile for a team member. Knowledge of nutritional information and fine dining is a plus.

Manage daily & weekly workflow, pace, and efficiency of the team. Regularly check in with assigned teammates and monitor and evaluate performance. Prioritize and organize the team tasks when the shift starts. Handle critical cases and exceptions delivered by the CX Agents for proper follow-up, providing an outstanding experience in every interaction. Identify and analyze problems within inbound conversations, team KPIs, & Ops issues, and use data to find solutions. Act as a liaison between market-level ops and the CX team to ensure customers are given timely service updates. Help hire, train, and manage Customer Support Agents, organizing their scheduled work shifts. Run weekly standup meetings and provide updates on KPIs and study cases. Develop deep expertise in our product, key differentiators, and the value it provides to our customers. Help with miscellaneous projects and initiatives as they relate to CX OKRs.