Blue Stream Fiber

Supervisor, Customer Experience

Blue Stream Fiber

full-time

Posted on:

Location Type: Remote

Location: Florida • United States

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About the role

  • Supervise, coach, and mentor a team of CX Representatives (Tier I, II, and III).
  • Conduct regular performance evaluations, call monitoring and provide feedback.
  • Monitor team performance to ensure adherence to company policies, procedures, and KPIs.
  • Manage team scheduling, attendance, and leave requests to ensure adequate coverage.
  • Oversee daily Customer Experience operations, ensuring efficiency and effectiveness.
  • Handle escalated customer issues, ensuring prompt and satisfactory resolutions.
  • Analyze Customer Experience metrics and reports to identify areas for improvement and implement corrective actions.
  • Ensure that all customer interactions are handled with the highest level of professionalism and in line with company standards.
  • Regularly review customer interactions (calls, emails, and chats) to ensure quality and compliance.
  • Assist in developing and updating training programs, SOPs, and quality assurance guidelines.
  • Work closely with other departments (e.g., IT, HR, Field Operations, Training) to address operational challenges and support team needs.
  • Serve as the primary point of contact between the Customer Experience team and senior management.
  • Provide regular updates to management on team performance, challenges, and achievements.
  • Stay updated on the latest industry trends, company products, and services.
  • Lead or participate in projects aimed at improving Customer Experience operations, recommend process improvements to improve customer satisfaction, and ensure high levels of employee engagement.
  • Identify training needs and opportunities for team members and arrange for appropriate training sessions.

Requirements

  • Must live in Florida
  • High school diploma or equivalent; associate or bachelor's degree preferred.
  • Minimum of 5 years of experience in a Customer Experience environment, with at least 3 years in a leadership role managing teams.
  • Proven track record of high performance in a Customer Experience setting, particularly in resolving complex customer issues.
  • Ideal candidate will possess strong technical aptitude and be comfortable with technology, troubleshooting and learning new systems.
  • Strong leadership, coaching, and mentoring skills.
  • Excellent communication and interpersonal skills.
  • Advanced problem-solving abilities, data analysis and attention to detail.
  • Proficiency with CRM systems, Microsoft Office and other Customer Experience software.
  • Ability to multitask, prioritize, and work effectively under pressure.
Benefits
  • - Medical, Dental and Vision
  • - PTO & Holidays
  • - 401K + Match
  • - Life Insurance
  • - FSA & HSA
  • - Short Term/Long Term Disability
  • - Legal Plan Support & EAP
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisproblem-solvingcustomer experience managementperformance evaluationcall monitoringtraining program developmentSOP developmentquality assurancemultitaskingattention to detail
Soft Skills
leadershipcoachingmentoringcommunicationinterpersonal skillsteam managementadaptabilityconflict resolutionemployee engagementtime management
Certifications
high school diplomaassociate degreebachelor's degree